Great Customer Service on the Telephone : Book Review

"Great Customer Service on the Telephone" by Kristin L. Anderson is a comprehensive guide that offers valuable insights into providing exceptional customer service over the phone. The book covers various aspects, including building rapport, effective communication, problem-solving, and handling difficult customers. Anderson presents practical tips, real-life examples, and interactive exercises to help readers enhance their telephone etiquette and deliver outstanding service.

One of the key strengths of this book is its focus on building rapport with customers. Anderson emphasizes the importance of creating a positive first impression and maintaining a friendly and professional tone throughout the conversation. She provides techniques for active listening, expressing empathy, and understanding customer needs, which are essential for forming strong customer relationships.

Another highlight of "Great Customer Service on the Telephone" is the author's emphasis on effective communication. Anderson offers strategies for clearly articulating information, using appropriate language, and avoiding common communication pitfalls. These tips are accompanied by examples that make it easy to understand and apply the concepts in real-world scenarios.

Furthermore, the book addresses problem-solving in customer service, acknowledging that challenges will inevitably arise. Anderson provides a step-by-step approach to effectively resolving customer issues, including identifying the problem, exploring possible solutions, and following up to ensure customer satisfaction. She also addresses the importance of turning complaints into opportunities for improvement and learning.

Additionally, the book covers strategies for handling difficult customers, who can sometimes be emotionally charged or demanding. Anderson provides techniques for de-escalation, keeping calm under pressure, and effectively dealing with different personality types. These insights are valuable for anyone who interacts with customers over the phone and can help foster better relationships and more positive experiences.

What are readers saying?

Kristin L. Anderson's book, "Great Customer Service on the Telephone," has garnered a range of opinions from readers. The book aims to provide guidance on delivering exceptional customer service over the telephone. Let's delve into the main points raised by reviewers.

Some readers were highly positive about Anderson's book, praising its practical advice and usefulness. They found it to be a valuable resource for improving telephone communication skills. Reviewers appreciated the clear and concise explanations, as well as the numerous examples and tips provided. They felt that the strategies outlined in the book were actionable and effective in enhancing customer service experiences.

However, some reviewers expressed disappointment with the book. They felt that the content was basic and lacking in depth. Readers who already had experience in customer service found the information to be repetitive and redundant. Additionally, a few readers mentioned that the book lacked practical scenarios or real-life case studies, limiting its applicability in real-world situations.

Several reviewers also mentioned that the book felt outdated and no longer relevant to the current customer service landscape. They desired content that considered the impact of new technologies, such as chatbots or social media, on customer service interactions. These readers were seeking more industry-specific advice that aligned with modern customer service practices.

In terms of writing style, many readers found Anderson's book to be accessible and easy to understand. They appreciated its conversational tone and engaging writing, making it a quick and enjoyable read. However, a few readers noted that the organization of the content could have been improved, as some topics seemed disjointed or repetitive.

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