Extra Mile: 500 Customer Service Tips for Success: Tools to Attract, Satisfy, & Retain Even the Most Difficult Customer

I honestly thought that this book would be on the boring side, unable to hold my attention. Fortunately, I was wrong. The book dives right in, discussing what you need to know, how to use the book, etc. and provides a plethora of information that I found to be incredibly useful. The set up also makes it easy to jump ahead to find something specific.I found the book to be incredibly useful for me as a customer. It was obviously intended for those in the customer service industry, but for me, I feel that it has helped me, as a customer, learn to identify customer service that goes above and beyond. After reading, I feel that I can make more informed decisions about the companies I decide to purchase from, work with, etc. based on their customer service practices.My husband works in the food service industry and hopes to one day own his own restaurant. He has tried to explain to me numerous times about how important it is to "pay more attention to the negative than the positive." I never really understood exactly what that meant until after reading this book. I believe that what he is saying is that no matter how many glowing reviews you have, no matter how many awards you have, a single negative review casts a dim light on your company. You MUST rectify complaints to the best of your ability before reveling in the positive reviews. An excellent tip for all!The reason I am giving this book four stars as opposed to five is because I feel that the price is steep for an informational, non-fiction e-book. With that said, there is a great deal of information inside.* Product provided free of cost in exchange for an unbiased review.

I have worked in Customer Service for many many years, but I still want to continue to learn more so that I can go above and beyond in my business dealings.This book grabs attention immediately with the introductory chapter title "Secrets of Giants". Well, what are these secrets? Right away we are told that we can learn from huge companies like Apple and American Express, among others. Next we are led into "How to Use This Book" which breaks down each section and what it is about. On a Kindle this is especially helpful, so you can after a quick glance find which chapter is relevant to any situation and explains how to deal with it.Each section has up to 75 tips, so there is MORE than enough information to help you become and top notch Customer Service rep.Right in the first chapter, there is a highlighted statement that is SO true, and anyone dealing with customers needs to know this."A single person's account of a negative experience with your business can be destructive to your credibility." Wise words! I know from my own experience BOTH as a customer and as a CS rep that this is incredibly true. You do not have to lose that customer, or be the reason they do not come back.Each chapter of this book is useful and gives insight that you may not find all in one place anywhere else.A great and helpful read, if it seems a bit high for an e-book, it is still worthwhile as it is packed with great advice for any CS professional.*This product was provided for my unbiased opinion and review, all thoughts and ideas are my own*

I don't read a lot of self improvement books but this one really hit home for me. I've worked in customer service jobs of all types for the last 12 years (currently caller center work for a major cell phone carrier) and always thought I was amazing with customer service but this book just reminded me how much better I can be at it. I love how the author explains that customer service isn't just a department but it's everyone working in a company. I wish so many other people had this same thought. With us being in the technology era where everything is put on social media, I feel like more people should enhance their customer service skills and take some tips from this book to do so.. I love how this book is a step by step guide to equip the business owner, the associates, all the way to call centers with the tools they need to identify their top customers, satisfy unhappy ones, and keep them all as your customer base. It really is a team effort as every person that works within your company has the opportunity to leave a good or bad impression of your brand. Working as a customer care agent, I feel like there's a big disconnect between what the customer wants and what the higher ups think the customer wants and I feel like this book would help many higher ups realize what people really want in a company. I definitely plan to let my managers know about this book and open their eyes on how important great customer service isI received this book for free for an honest review, all opinions in this review are my own.

Over the years I've had quite a few different jobs, and yes, they have all dealt with customer service. I have learned a lot over the years from training and also from personal experience about things that should be said and not said, dine and not done, when dealing with customer service. However, this book is up to date with the information and has taken into account all of the new technology, internet sites, social media, etc. that actually affect the way customers deal with certain issues and how businesses are affected. Today it's easier for customers from one part of the world to know about things that have occurred on the other side. How does one prepare themselves for that sort of exposure, both negative and positive? This book is perfect for all kinds of employees---there are so many great tips that can really help a business improve and learn how to not only gain more customers but also to keep the ones they already have coming back. Great gift for business owners and managers.I received this book in exchange for my unbiased review. All opinions expressed are 100% my own and in no way influenced.