 | B-A-M! Bust A Myth: Delivering Customer Service in a Self-Service World |
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Product Description
Customer service has been turned upside down by the self-sufficiency and immediacy of shopping and buying products and services on the web. Our self-help culture has been transformed into a self-service culture with customers able and willing to do much more for themselves. We are becoming accustomed to the benefits and good feelings that we experience online through automated buying experiences that can be customized and personalized to our schedules, locations, buying patterns, and desires. More than ever before, the transactional relationship between the seller of products and the buyer of those products is critical to companies' overall profitability. In this increasingly transparent world where so many products and services are viewed by consumers as commodities, providing exceptional customer service becomes the only sustainable competitive advantage for creating customer loyalty.
The harsh economic realities that every business faces today and for the foreseeable future make this even truer. BAM! is a no nonsense book that teaches companies why they want to deliver effective customer service in this self-service world and how to do it The book debunks the 20 common myths of customer service-from "The customer is always right" to "Customer service means the same thing to everyone," to "Companies achieve customer service by under-promising and over-delivering"-myths that too many companies use automatically to run their customer service practices and policies without ever questioning them. BAM! replaces myths with a tactical approach that shows companies how to make more money through attitudes and actions that will help their customers feel satisfied in good times or bad. Creating satisfied customers is the only enduring competitive advantage left in a world market where virtually everything is a commodity. Forget the customer service platitudes. The only reason a company should offer excellent custom
- Amazon Sales Rank: #1006158 in Books
- Published on: 2009-09-29
- Original language: English
- Number of items: 1
- Binding: Paperback
- 236 pages
Most helpful customer reviews
1 of 1 people found the following review helpful.
By Adam Zak
The people we do business with constantly tell us that our ability to deliver customer service is critical to their experience of satisfaction with our companies, our products and our services. BAM! Bust A Myth - Delivering Customer Service in a Self-Service World, by Barry J. Moltz and Mary Jane Grinstead, clearly and effectively communicates how each organization competing in today's market place can develop its individual definition of "good customer service" and then put into practice those systems and processes which help make it a reality.
Barry and Mary Jane demonstrate that no matter what our business, be it manufacturing energy saving solar panels, flying passenger airplanes, or conducting executive searches for Lean CEOs, delivering customer service which is appropriately tailored to the needs of each of our unique customers is at the core of our long-term viability and success.
In this quick and easy-to-read text (just over 200 pages), the authors dispel many of the common customer service myths that many early entrepreneurs, and even Fortune 1000 companies, often cling to, many times because the fog of anecdotal "evidence" overwhelms the truth. Some examples I like are: Myth #2: The customer is always right; Myth #10: Unhappy customers tell their stories to more people than happy customers do; Myth #12: Customers don't care about great service - they just want the lowest price possible; and perhaps my personal favorite, Myth #17: Customer service systems should focus on trouble shooting - if it isn't broken, don't fix it.
This last Myth personally hit home because of my own strong belief in the Lean & Six Sigma principles which are at the core of continuous improvement philosophy and culture so necessary today if our companies are to thrive in this competitive market place. In fact, Barry and Mary Jane strongly advocate at every turn that you go see for yourself what's really happening on the front lines of your business (in Lean terminology,"go to the Gemba, or workplace"), a concept so familiar to Lean practitioners all over the world.
In summary, BAM! is: well-written with a light touch of humor, offers good insights into situations to which we can all relate, and presents practical suggestions for solving a broad range of customer service issues.
And that's the way I see it. Adam Zak
0 of 0 people found the following review helpful.
By Larry Underwood
The customer may not always be right, but for any business to thrive in today's tough economic climate, they'd better find out what makes them tick; namely, what drives their decision making process when choosing who they want to do business with. Invariably, these decisions are based on the level of satisfaction they realize; make them happy, and chances are you'll get the business.
Barry Moltz & Mary Jane Grinstead are a couple of customer service gurus who collaborated on this particular book, designed to help any business understand the nuances of customer service. Although the suggestions provided are not particularly ground-breaking, they are valuable nonetheless. One thing is clear: If a business loses focus on its most important resource - the customer - they're probably going to be wondering why their bottom line is so battered.
The harsh reality is the customer usually has multiple choices in who they choose to do business with. If you're not exceeding their expectations on a regular basis, you can expect to lose them as a customer; plain and simple.
0 of 0 people found the following review helpful.
By James Kukral
Watch Video Here: http://www.amazon.com/review/R1WN42MBC4A7RM You've heard a million times how you need to take care of and "love" your customers, and about how they are always right. Right? Well, BAM! takes apart the myths of excellent customer service and delivers a clear guide about the things you NEED to be doing to really make a difference in your business when dealing with your customers. A must-read for any business owner who's dissatisfied with the growth of their business. Hint: Treat your customers right and watch your profits skyrocket. BAM! will show you how.
http://astore.amazon.com/amazon-book-books-20/detail/1449007945
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