Customer Service is probably one of the most important things in business. Some might think it is the most important thing in business. We have all come across some form of good or bad customer service and we never hesitate to tell all our friends and family members about our experiences with different businesses and their service – be it a restaurant, hotel, receptionist at a commercial building or a company.
In ‘Raving Fans’, Ken Blanchard – the internationally known management and leadership guru – takes us through the personal experience of an Area Manager who goes through different customer service experience in different places. When listening to this audio book, there are times when I thought the example given was an excellent example of customer service, only to find out that there is much more that can be done. ‘Raving Fans’ is not about creating good customer service but about creating ‘great’ customer service experience.
Recommendation: Everyone would benefit from this book since we are always in the business of customer service with both internal and external customers.