When I started this book 18 months ago, I asked myself the very same question. With over 81,728 customer service books on Amazon, why does this world need another customer service book? Yada-Yada-Yada
First, I was driven to write on this topic because I dream about it. I never dream about showing up late for work naked. The kind of dreams where someone is chasing you and you wake up right before they catch you?
I dream where he is sitting in a restaurant and I can’t get the food I ordered before I have to leave for another meeting. I wake up in a cold sweat screaming and yelling until my wife calms me down.
It makes me realize how important excellent customer service is in business and how rarely he receives it.
Customer service actually has changed in the last year. The Great Recession means that people are actually trying harder to offer great service because competition for the spending dollar is so fierce.
At the same time, our customer service expectation has gone up. When Amazon can customize my shopping experience for me (they call me by my first name and always know what I want!), this expectation does not change when I enter a retail store.
Has customer service made a comeback in your world?