The Robot Syndrome: how to overcome it and provide uniquely human customer service

by John J. Miksa

Overview

The Great Global Recession has rumbled through the world’s economies like a freight train out of control and wreaked havoc with businesses both large and small in every industry. Fewer customers are spending less and demanding more satisfaction with every purchase. And as companies continue to reduce the size of their workforces, employees are challenged as never before to maintain and improve customer satisfaction.

 

How can employees at every level in a company contribute to delivering “uniquely human” customer service? How can they learn to overcome using robot-like responses to address customer service issues? What must every employee learn to do to help transform their company’s customer service into a competitive advantage?

 

In his book, The Robot Syndrome, John presents a highly practical set of Adaptive Service Principles™ and companion Pointers to address what may be today’s most pressing business issue. Using an entertaining combination of wit, common sense, and practical advice, he presents a new way to help companies achieve and sustain the highest possible level of customer satisfaction. By using the principles and pointers that he sets forth, individuals will become more adaptive and will learn to unleash the power of their minds and the uniquely human traits of their hearts, one customer interaction at a time.

Product Details

ISBN-13:	9781438998909
Publisher:	AuthorHouse
Publication date:	07/16/2009
Sold by:	Barnes & Noble
Format:	eBook
File size:	170 KB

About the Author

John began his 30+ year career selling menswear in a department store while in college. Upon graduation, he completed a two-year management program with General Electric. Additional assignments took him into technology management and eventually business development. After 16 years with GE, he held leadership positions within large and small organizations, including American Airlines, AMR Corp., Sceptre Hospitality Resources, Computer Sciences Corporation, Rackspace Managed Hosting, and was most recently CEO of Ocentrix. In every case, his responsibilities required him to be “customer facing” and to build and sustain profitable customer relationships. From these diverse experiences, as well as his love of travel he shares with his wife, he collected learnings on how to achieve the highest level of customer satisfaction. For the past several years while supporting his wife’s executive career, John competed in amateur golf tournaments, became a student of the stock market, developed into an avid cyclist, volunteered, consulted, and worked on the completion of his first book. You can contact John at [e-mail].