Editorial Review:
Excellent customer service does not come about by accident. It is a learnable set of behaviors that can be monitored, measured, and managed. Drawing from his highly successful seminars and training programs, Gary S. Goodman presents a surefire system for building a first-class customer service department. Goodman identifies the behaviors that constitute top-level service, examines the results that kind of service produces, and shows how to measure it in terms of daily customer satisfaction. He provides managers with specific guidelines for developing, sustaining, and rewarding high levels of service from their customer service reps--with emphasis on telephone contact, the primary link to customers for most companies.
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Customer Reviews
Average Customer Rating: 
Book is great, but don't order from Amazon. 2008-05-10
This is a great book. I'm using it for research for a work related project and it has helped orient the team on the various aspects of customer service that are critical to the succss of an organization.
However, if you wish to purchase this book don't order from Amazon. My team had specific expectation related to how long it would take for Amazon to ship our purchases. Amazon has failed continuously in this respect. Additionally, Amazon provides very little 'service' to the customer as their orders are delayed. If you wish to recieve your purchase in an timely fashion don't order from Amazon. I have two books (ordered one month ago) that I'm still waiting for Amazon to send. The fact that these books were not in stock when I placed the purchase should have been shared with me, the consumer.
Amazon has done a wonderful job killing the customer experience for me. (which has made for a great example in the work I am currently using the books for). In the future I will not purchase books (or other items) from Amazon, they simply can't deliver.
Good book for those with no experience.  2008-04-30
This is a great book for those with no call center experience. I was hoping to learn something new in the call monitoring section, and was sorely disappointed. I have worked in call centers for over 10 years, and in QA for almost 3, and found nothing in this book that I didn't already know.
Monitoring and evaluating Customer Service in detail!  2003-03-30
At a Call Center environment the Customers Service Representatives (CSR) are measured thru two main factors: Productivity and Quality. This books relates about CSR Quality and how to measure it. Mr. Berry's teach the reader what's the meaning of each evaluated aspect, like: Pitch, professionalism, courtesy, empathy and much more. When you give feedback to a CSR the most important is define with precision the boundaries of these factors. When I was a newcomer in Call Centres Quality Assurance, this book was like an angel and I could established a QA Evaluating Form since the first read pages. This is not a theory book this is a very practical one! Even though this is a must-consult book, I highly recommend it to Quality Managers and Analyst who are starting their careers in a Call Center and have to face a CSR for coaching purposes. For those who are pro's this book must be in their "favourites always consulted" bookshelves.
Best Customer Service Management Books I have EVER Read!  2000-07-20
I have read a lot of books on Management, Customer Service and Call Center Management. This is by far the best. This book gives step by step easy to follow instructions on how to hire the right people and create an excellent training program. The sections on monitoring and measuring service will help you take the mystery out of getting tangible data to evaluate your team. If you want to know that your customer's are satisfied at the end of every call read this book!
Focused specifically on call center management 2000-06-21
Goodman's book provides a wealth of information for managing a customer service call center. While some of the content may be transferable to other customer service settings, the majority of the book is directed soley at call center issues, such as telephone skills, call monitoring, etc. I would recommend the book only if you are managing a customer service call center.
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