Customer Service Is More Than a Department: It's An Attitude - Softcover

Tom Reilly

Softcover

ISBN 10: 0944448259 ISBN 13: 9780944448250

Publisher: Motivation Press, 2003

Synopsis

Customer satisfaction has been trending downward in recent years. We have lost something as a culture—a politeness and concern for others. This book is for managers, business owners, salespeople, customer service representatives, operations employees, administrative assistants, and credit department associates—people at all levels in a company. If you serve people, this book is for you.

About this title

About the Author:

Tom Reilly is president of Tom Reilly Training, a St. Louis-based company specializing in sales and management training. He has trained more than 100,00 salespeople and sales managers. Tom has authored twelve books, in addition to cassette tapes, cds, a video series, and more than two hundred sales articles.

Excerpt. © Reprinted by permission. All rights reserved.:

To serve—from French and Latin roots, servir and servire—to work for as a servant, give service, assist, aid, or help. It is synonymous with wait on, attend to, be at one’s beck and call, oblige, accommodate, cater, and be dutiful. To serve is to subjugate oneself in the interest of helping others.

There are over 30,000 books with "service" in the title. There are 767 references to serving in the bible. Police departments adopt the motto, "To protect and to serve." When young men and women join the military, they serve their country. The Catholic Church uses "servers" to assist priests during mass. Restaurants employ servers. Organizations develop mission plans for serving customers. Salespeople build sales presentations around their service. Many companies boast that their service differentiates them from other companies. We divide the economy into the manufacturing and service sectors. Could there be a more pervasive topic?

This is my third book on customer service. With each writing, I grow more convinced of the simplicity of this message. Customer service is more than a department. It is an attitude where everyone in a company, regardless of their position, feels and acts accountable for creating satisfied customers.

Use this primer as your guidebook, thought provoker, and catalyst for serving customers. It is not a research tool, academic treatise, or theoretical treatment of the topic. It is a simple message supported with practical how-to ideas. Its brilliance is its simplicity.

About this edition

• Publisher: Motivation Press
• Publication date: 2003
• ISBN 10: 0944448259
• ISBN 13: 9780944448250
• Binding: Paperback
• Number of pages: 91