Interview of Galen Collins that appeared in the June 2004 issue of the Sam's Club Newsletter
"After reading this book, you will never feel the same about service professionals."
"Anyone in business needs to read this book!", August 22, 2003
"I don't think there is another book out there that says, does, and
examines what this book does. Collins and Collins have identified a
monumental problem that faces all of us everyday. They examine both sides of
the customer service problem and look at how to fix the problems. I travel
every week and can really identify with the topics discussed. This book has
made me deal with my customers in a better way and has helped me realize
that I am sometimes the person whose expectations are too high. I have been
a better, more patient customer and have improved on skills when dealing
with those not-so-fun situations that arise from my customers. This book
should be read by anyone who steps foot out of their house to travel, go to
work, eat in restaurants, etc. I am buying a copy for everyone in my team at
the office." Book Review, September 15, 2003
"Why are Customers so
difficult, so angry, so out of control so often? And why do those serving
them sometimes hate to go to work rather than encounter them? How can life
be made more pleasant for everyone involved?
These are the
questions addressed and answered in the book, "Overcoming the Customer
Service Syndrome," which is a practical guide to managing customer
service. For every customer service professional, it should be required
reading.
Not only does this book define the demands and
expectations of today's customers, it also examines the feelings, the
aggravations, and the demands experienced by those who serve. For years,
the saying "the customer is always right," has crippled the professional
who believes that is true. It is not! And customers who are unreasonable
and sometimes even insulting must learn that their business is not as
important as civility in the marketplace. Servers must be taught and then
empowered to deal with people and problems.
Professional servers are given insights into
handling customers and are given activities in which their skills in doing
so can be honed. How to train new employees and how to encourage
discouraged veteran employees is also embodied in this practical guide. It
is, above all, a carefully researched study about enhancing the workplace
and making life pleasant for both customers and those who serve them. The
Book provides scenarios through which its readers can deal with specific
situations and also keep a written account of what they have learned."
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