Quality Customer Service Rekindling the Art of Service to Customers is an empowering and groundbreaking book providing educational narratives of the change required to enhance customer service. This book unwittingly unfolds with a novel-like flow through the lens of seven friends, Dollar, Stu, Meaty, Shopper, Peachie, Medic, and BATS, who represent key industries and interact through group discussions of specific customer service scenarios. The reader walks though a vivid day in the life of each friend’s customer service concern. The book offers skill sets to bridge customer service gaps between generations (Matures, Baby Boomers, Generation X, and Generation Y). This innovative approach to understanding customer service is a solid educational tool for entrepreneurial programs, workforce development programs, vocational occupational programs/businesses, vocational industrial programs/businesses, and individuals desiring to enhance their skills.
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By Gregory Banks
Oct 15, 2009
"Humorous yet informative..." Author Sharon Burton, who has nearly 20 years of experience in customer service, has written an easy to read and very entertaining business book geared towards the art of providing quality customer service. Burton uses seven characters to illustrate seven different customer service scenarios. Representing customer service scenarios in the areas of transportation, grocery, medical, restaurant, retail, banking and education, the characters first conduct a brainstorming session, and then decide to go seek out customer service from different businesses. The characters then reunite at the end of the week to discuss their experiences. The clever way that this book is written is like no other business book I have every read. It’s entertaining and even humorous, yet informative. I highly recommend this book for business students or anyone interested in the customer service industry. - WheelMan Place Reviews
"A Treasure Trove of Information " Ms. Burton's book is a treasure trove of information that is applicable to any type of organization. Her use of characterization not only tells but shows employers and employees the essence of quality communication and service. The only action needed is for members to apply this book's user-friendly truths to their workplace. Success is guaranteed. Marie Crawford, Instructor, Community College of Philadelphia
