Thanks for sharing your good and bad customer service experiences here and on Facebook. You guys shared some great stories. I was able to use them with a book discussion I was leading at work. Our team talked about the book, Raving Fans by Ken Blanchard and Sheldon Bowles. It’s a pretty easy read, like all Ken Blanchard books. It has a real simple approach to improving customer service. In the book the authors write about not just settling for satisfied customers but creating raving fans. If you’re looking to create some raving fans, I recommend you read this one.
Do you have some other customer service books that you’d recommend?