10 Steps to Successful Customer Service (ASTD 10 Steps Series) Review

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10 Steps to Successful Customer Service (ASTD 10 Steps Series) ReviewMs Kamin's book is filled with humanity and what is considered the most human of characteristics - humor. In the first paragraph of the introduction she writes this line: "there are times you must wonder, `what was I thinking when I took this job?'" and thus, she sets the tone for rest of the book - a light yet serious look at customer relations. Throughout the text, she reminds us that we are all humans, at both ends of the phones, on both sides of the counters, just trying to do our best to keep our humanity when the world around us at times seems to have gone nuts. Many times we all can get a sense that we have fallen down the rabbit hole. Some times the feeling comes from seemly endless waiting for the solution to a problem from customer service representative or as Ms Kamin reminds us, the feeling can come from just waiting on hold, or crawling through the recorded menus that require us to punch buttons. Sometimes the feeling comes from an irate customer. In all cases, the customer service representative comes into that situation without knowing exactly what the feeling or problems are.
Ms. Kamin suggests that every interaction between clients and company representatives should be carried out with humane kindness, courtesy and understanding and these aspects are the underpinnings of the 10 Steps. In Ms Kamin's educated opinion, both the customer and customer service personnel should enter their encounter with a sense that each has a sincere desire to resolve a problem and aim to do so not only without emotional harm to each other but in the best of scenarios with the sense that each has recognized and honored the humanity of the other.

Ms. Kamin says that resolution of a problem is not the only intention of customer service and she shows us how to accomplish these positive interactions with powerfully simple behaviors and attitudes. I highly recommend reading her book regardless of which side of the customer service counter you are on because at some point we all find ourselves on the opposite side.
10 Steps to Successful Customer Service (ASTD 10 Steps Series) Overview10 Steps to Successful Customer Service is an essential key practice check up designed to help both front line customer service professionals and their managers' maintain focus on creating satisfied, loyal customers. From front line motivation to building trust to tackling difficult problems, this book hits all the key customer satisfaction bases. Loaded with useful examples, exercises, and worksheets, readers will find powerful ways to reconnect to their organizations and discover fresh insight into their career.

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