Common Sense Service: Close Encounters on the Front Lines

Rating:
Summary: humor and logic
Review: Humorous and enthusiastic - a very entertaining and enlightening read. I especially like the everyday anecdotes that bring the point home about how often you only have one chance to make an impression on a customer or, even more importantly, potential customer. For every problem situation described, the author provides a "common sense" solution anyone can follow. Great training tool - we plan to share it with all of our employees!

Rating:
Summary: Tool for customer service success
Review: Humorous and enthusiastic - a very entertaining and enlightening read. I especially like the everyday anecdotes that bring the point home about how often you only have one chance to make an impression on a customer or, even more importantly, potential customer. For every problem situation described, the author provides a "common sense" solution anyone can follow. Great training tool - we plan to share it with all of our employees!

Rating:
Summary: humor and logic
Review: I enjoyed this book and would highly recommend it to other business owners. While the examples are from everyday life they point out how much a good or bad experience can mold your impressions of any company with whom you interact. Teresa goes on from there to point out common mistakes made by employees that put your company's reputation (and business) in danger. The book provides a non-threatening way for me to talk to my staff about how we can improve our service in every department.