By the year 2020, Customer Service will overtake price and product as the single most important element in business success. And author Jean Steel says it’s about time! For too long, the way we treat our fellow humans has taken a back seat in the world of commerce. Now finally, it takes center stage.
In Need Change? Customer Service Tips to Grow from Good to Great, Steel digs deep into her 25 years as a wellness expert, writer, teacher, and speaker to create the ultimate “go-to” handbook for customer service.
In 31 short and hilariously illustrated chapters, you’ll meet The Illogical, The Difficult, The Out-of-Control, and The Internal Customer. You’ll practice the lost art of listening and explore the quiet-but-potentially-ruinous world of nonverbal communication. And you’ll learn about the undeniable power of Social Media in this daunting digital age. These are but a few…
Liberally laced with real-life stories from the likes of Zappo’s to Trader Joe’s – as well as sweet (and scary) stories from small town, small business life – Need Change? converts a wealth of black-and-white customer service concepts to living color in ways no straight lecture or ordinary manual ever could.
From its persuasive opening chapters to its powerful conclusions, Need Change? offers us an unflinching look at the multi-faceted, multi-layered world of the customer experience, leaving no doubt about what we must do, why we must do it, and how.
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