Much has been written about customer service in recent years. Customer service has been called the new standard by which consumers judge a business. It is said to be more important to some companies than their products, prices or ad campaigns - not only a powerful competitive advantage but critical to a business's long-term success in the marketplace.
So, if all this is all true, why don't businesses provide good service on a consistent basis? Because not enough consumers demand it on a consistent basis. You, as consumer, are an essential element in the equation. You must be determined to both prevent and reject bad service.
The Customer is Boss reveals how you can obtain exceptional service in terms of promptness, courtesy, convenience, product knowledge, and a service person's ablility to actually solve a problem for you. It provides specific steps you can take to both prevent bad service and change bad service to good service in a calm, reasoned, effective manner.
When you follow the simple guidelines in The Customer is Boss, you will gain better service from airlines, retailers, and restaurants; you will be shown increased respect by government officials, car dealers, service providers and other professionals; and you will feel secure in the knowledge that your problems will be solved to your satisfaction.
The guidelines in this book will show you how to effectively challenge bad customer service and gain satisfaction in your dealings with service providers. For example, you'll find:
- Valid grounds for complaining - what, when, and how frequently
- Strategies for negotiating, appealing and constructively criticizing
- How to document your situation to ensure positive outcome
- When to write letter - and how to write them
- When to take your complaint to a higher level
- How to get help from consumer groups and government organizations
These proven ideas and strategies will help you obtain the good customer service you so rightly deserve. At the same time, you will be helping to secure a consistent, higher level of customer service for all consumers.
