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On this site you will find useful information relating to the book       Customer Service: How to Survive it.

This book is a popular, written for the CSR, philosophy. Customer Service: How to Survive it is designed to bring about a lasting change in the personal philosophy of the CSR by addressing in a open and direct manner the real reasons he or she may experience negative feelings toward customers.

The book contains drills that will vividly demonstrate to Customer Service Representatives how the principles in the book can positively change their customer service experience.

This material will go far beyond and last much longer than rules and guidelines on how to treat customers since the philosophy of the book can become the philosophy of the reader.

What makes this material different?

If you are a customer service representative or have them working for you and you put them through a "rah-rah" or "wow the customer" training school without handling the points that are covered by this material, you will get a temporary benefit at best.

You may get no benefit at all!

Here is why:

Some customer service representatives, some of the time, have difficulty with their job and do not find it easy to deal with challenging customers or even with regular customers with legitimate complaints.

When faced with these customers and situations, the customer service representatives sometimes get their "buttons pushed." This means they have an adverse reaction to the way the customer is speaking to them or demanding of them or treating them. They may experience resentment or a feeling of being put down - feeling like a "servant."

Some customer service representatives have "thick skin" or have a way to not let this get to them. Some don't.

Here is a very important question:

How many customers are you willing to lose because some of your customer service representatives, some of the time, can't help but act discourteous or resentful towards customers?

One? Two? Should this ever happen?

Let's take a look at the lifetime value of a customer for a simple burger diner.

Let’s say this person spends $10.00 per visit and comes once per week.

That would be 10 X 4 X 12 X 20 = $9,600.00 if he/she is a customer for 20 years.

I am sure you can do a similar calculation for your company if you do not know this value already.

If you are not sure if this is the case in your organization but would rather not be losing customers then at least have your customer service representatives take our FREE and anonymous survey and look at the results for yourself. Then decide if you want to get them to read my book or enlist my consulting services to more thoroughly clear up the matter.

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