Anum

Something I found very interesting about this book was how much it actually related to my life.  The book expressed my feelings toward many aspects of customer service and I was actually shocked as to how closely it met my feelings in certain examples.  One of the first things that caught my eye was that when a customer is dealing with someone, whether online, phone, or in person, they are literally taking that person as the company.  Just recently my cousin came back from a beauty consultation at Macy’s and was furious with the brand of the makeup the lady assisting her was using, instead of the lady herself.  Even though, when I asked my cousin, it was clearly the consultant’s fault.  Delivering the best service is not for your own sake, it is for the sake of the company.  The book talks about Nordstrom’s superb service.  And I find it to be one of the most true statements.  Nordstrom goes above and beyond to try and help their customers and give them everything they want and more.  I know I will never deal with a nasty employee there.  It is all about building trust and loyalty in your customer, and once you do that, you are guaranteed to not only keep that person coming back, but also receive more customers from that person as well.  When someone has a good experience at a store, they are only likely to tell about 2-3 others, but when someone has a bad experience, they are more than likely to tell more than 7 people about their visit.   When I myself feel as if someone was not able to help me at a particular store, place, or anywhere that is supposed to provide you help, I do not recommend that place to anyone.  And not only that, I tell a friend who is going to go, not to go.  Another thing the book talks about is confidence.  I believe showing you are confident in what you are doing is one of the most important things one can do.  A customer does not want someone who looks like they don’t know what they are doing.  I myself want someone who can get the job done, and done right.  I want someone who can tell me without hesitating how to fix something or find something.  This book really opened my eyes as to how one has to be on the other side to deliver what everyone wants, great customer service.