Overcoming the Customer Service Syndrome:
A Practical Guide to Managing Customer Service (copyright 2003)
by
Galen Collins, Ph.D. & Melissa Collins, CFP, ChFC
About the Book & How to Order
Northern Arizona University Certificate Course based on the Book
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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
  Amazon.com Reviewer: A reader from Rock Island, IL

"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."