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

by Richard D. Hanks

Finally - a book that focuses on the practicalities and common sense of taking care of customers, measuring their experiences, and taking tactical actions to improve. This is a book about the tactics... This description may be from another edition of this product.

• Format: Hardcover
• Language: English
• ISBN: 0615185401
• ISBN13: 9780615185408
• Release Date: May 2008
• Publisher: Duff Road Endeavors
• Length: 190 Pages
• Weight: 0.95 lbs.

Customer Reviews

Finally a book that balances insight with simplicity

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.

A Must Read Book for Business Leaders

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.

Must Read for Anyone Wanting to Improve Customer Service

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.

Don't just get customers. Keep them!

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.

A great resource

This book is full of practical, specific advice on measuring customer service and using the information to improve your customers' experiences. It's like a road map to success. It's a very straightforward, easy read.