Delivering and Measuring Customer Service: This Isn't Rocket Surgery!

This Book is out of Print (SEE 2nd EDITION)

Without customers, a business is doomed to failure. "Delivering and Measuring Customer Service" is a complete and comprehensive guide for business owners who want to deliver these valuable people the best service possible. Looking at the evolution of customer service through recent history, "Delivering and Measuring Customer Service" discusses such matters as getting accurate feedback on how one's business is doing, and how best to use that feedback effectively, along with many more general tips. A guide that every business owner should consider required reading, "Delivering and Measuring Customer Service" is highly recommended for community library business collections.

I loved this book. Typically I'm pretty critical of business books, but this kept me engaged with great humor, logic, and insight. In my opinion this is a no-brainer buy for any business with customer service or support teams.

Finally a book that is engaging, helpful and insightful on customer service. This book takes away the mystery and simplifies the process in an understandable way while providing a good dose of humor to instill the message. Every business leader should have this book on their desk.

Anyone who is interested in understanding the role of gathering and using guest feedback needs to read this book. There is no other book that so clearly outlines the need for customer service and the actual methods and measurments on how to get it, and then how to improve your operation based on the feedback.

Businesses often focus their efforts on getting customers. The mantra of the day is sell, sell, sell.

Mr. Hanks' book is a valuable reminder that while selling gets the ball rolling, it is customer service that keeps the customers coming back for more. That is the bloodline of most successful enterprises.

I especially enjoyed the lesson taught on the importance of measuring the actual customer experience versus the less-reliable and less-effective techniques of internal auditing and mystery shopping. Rather than guessing what the customer experiences, why not just ask the customer directly?

I would highly recommend this book to any professional who has to keep customers satisfied for a living and wants to find new and better ways of doing so.