Fresh Customer Service: Treat the Employee as #1 and the Customer as #2 and You Will Get Customers for Life

Overview

It goes against all you were taught in business school and many of the books you've read and it's the key to turning customers into loyal customers. Not only will they faithfully return to you, they will become brand ambassadors who spread the word about your products and services far and wide. Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and treat them like they are #1, they, in turn, will ...

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Overview

It goes against all you were taught in business school and many of the books you've read and it's the key to turning customers into loyal customers. Not only will they faithfully return to you, they will become brand ambassadors who spread the word about your products and services far and wide. Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and treat them like they are #1, they, in turn, will unleash a passion to serve your customers like they have never been treated before. Your employees will offer a world-class customer service experience to everyone who enters your place of business.

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Editorial Reviews

From the Publisher

"The customer is number one is the mantra of good business, so why do so many feel like number two, or three? Author Michael Brown, drawing on his background as both a front-of-the-store employee as well as an MBA-trained and Fortune 100 consultant, says that the reason so many companies struggle with keeping the customer satisfied is that they’re misplacing their efforts. By focusing on the needs of the customer, they are disempowering the employee, which can easily become a be a recipe for disaster. For example, example, Brown documents an experience at a regional coffee bar. Although the line of customers snaked out the door and onto the sidewalk, one of the employees took time out to clean the front glass and dust the display shelves. When questioned, the well-meaning employee explained that company policy required them to clean every hour, regardless of how many customers were waiting for service. Instead of specifying an arbitrary clean-every-hour task, asserts Brown, this company would have been far better served to empower the frontline employees. “The young worker’s priorities were convoluted,” he writes. “She did not feel empowered to hold off on the cleaning, even though it was rush hour, nor did she understand the consequences her decision to clean rather than to serve had on the overall customer experience. Customer service became the casualty of a clean shelf.” Using Smart Tasking, said company would have set priorities for each employee task, and fully explained the reasoning behind each. Employees must understand, Brown insists, how each task relates to the company’s overall goal—hopefully, to provide “world-class customer service.” Brown makes a compelling case for both customers and service employees everywhere: happy employees provide better service, and better service equals happy customers."

Review by: Vicki Gervickas - ForeWord Magazine

ForeWord Magazine
The customer is number one is the mantra of good business, so why do so many feel like number two, or three? Author Michael Brown, drawing on his background as both a front-of-the-store employee as well as an MBA-trained and Fortune 100 consultant, says that the reason so many companies struggle with keeping the customer satisfied is that they're misplacing their efforts. By focusing on the needs of the customer, they are disempowering the employee, which can easily become a be a recipe for disaster.
—Vicki Gervickas
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Product Details

  • ISBN-13: 9781933631646
  • Publisher: Acanthus Publishing
  • Publication date: 9/1/2007
  • Pages: 205
  • Product dimensions: 5.25 (w) x 8.25 (h) x 0.75 (d)

Meet the Author

As a successful professional speaker, coach, and trainer, Michael D. Brown, MBA draws upon his own life experiences and highly successful corporate career to deliver unprecedented results that enhance the bottom line. Brown has a BBA in Management from Jackson State University, holds an MBA in Global Management, and earned the honors of summa cum laude graduate. With 15 years of technical and functional leadership experience, Brown delivers his message on Fresh Customer Service TM through keynotes, seminars, workshops, and executive retreats. He has worked with and advised a number of Fortune 100 companies, global teams, entrepreneurs, and non-profits on Fresh strategy development, implementation, execution, and follow-up, and has spent the last 10 years working with the fourth largest Fortune Global Company in the world.

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