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Super Service: Seven Keys to Delivering Great Customer Service...Even When You Don't Feel Like It!...Even When They Don't Deserve It! | 
 enlarge | Authors: Jeff Gee, Val Gee
Publisher: McGraw-Hill
Category: Book
List Price: $14.95
Buy Used: $1.97
You Save: $12.98 (87%)
New (36) Used (26) from $1.97
Rating:  12 reviews
Sales Rank: 189819
Media: Paperback
Edition: 1
Pages: 147
Number Of Items: 1
Shipping Weight (lbs): 0.6
Dimensions (in): 9.1 x 7.3 x 0.5
ISBN: 0070248176
Dewey Decimal Number: 658.812
UPC: 639785305699
EAN: 9780070248175
ASIN: 0070248176
Publication Date: July 26, 1999
Availability: Usually ships in 1-2 business days
Shipping: Expedited shipping available
Shipping: International shipping available
Condition: GOOD CONDITION, COVERS HAVE SOME MINOR WEAR,NO WRITINGS. (STOCK#: NOENN-PD2)
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Product Description
Unlike other customer service books, Jeff and Valerie Gee's concise motivational book is written both for executives and managers, but for the millions of front-line workers who serve customers directly. The authors share their straightforward, proven techniques and guidelines for coping with angry customers, minimizing stress, and making customer service providers feel great about doing their jobs. In the bestselling tradition of Delivering Knock Your Socks Off Service, the authors' "pep talk" includes concrete tips on how to: sympathize with the customer; take a call, transfer a caller, or end a call smoothly; defuse angry customers; maintain a positive frame of mind...and more!
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| Customer Reviews: Read 7 more reviews...
 Perfect Basis for Customer Service Training April 6, 2008
C. M. Archibald
I have read numerous books on customer service and most of them bore me, few provide any new insight and fewer still focus on coaching attitudes to alter actions. Jeff and Val really get to the heart of what customer service is all about. Here is a testament to the validity of their ideas: I work in a training center that is launching a major customer service initiative. As part of this initiative, we are identifying people within our organization that are known "Superstars" of customer service. We interview our superstars to discover their personal philosophy of customer service and extract Lessons Learned we can use in the classroom. I am finding consistently that our superstars mirror the values identified in Super Service almost to the letter. And none of them have read this book.
The ideas are organized well, the information has a great flow and the ideas build on one another. They also keep the examples generic enough that it's easy to substitute your own organization for the examples provided. The best part of the book is the practical exercises they incorporate to solidify the most important concepts. They are easy for any competent trainer to replicate and aren't corny like most training exercises. All in all, this is THE book to train with. We are working on making this book required reading for our customer service classes.
Bravo, Jeff and Val. You have captured the essence of something everyone thinks is so easy (delivering superior service), yet no one seems to be able to do.
Highly Recommended March 29, 2007
Johanna (San Jose, Costa Rica)
I've recently started a new business in the Customer Service Industry - this book has proved to be a great source for ideas and a bible-like document you must keep handy.
 Pretty elementary March 15, 2007
David A. Wachtel (Indianapolis)
1 out of 1 found this review helpful
If you are a basic customer service person, not much experience, it's a good guide. I was looking for more depth for some research I was doing. Not a bad book, it just did not fit my needs.
Great book July 1, 2006
DH (USA)
1 out of 2 found this review helpful
As someone who writes about customer service, I found this book very interesting. It's an excellent read for a customer service representative and I'd recommend companies getting the book for each of their employees. It covers some customer service basics, how to handle certain situations, and is really a great overview of what great customer service is and how to deliver it.
 Whoa! That's me in that book! March 14, 2006
annagirl
2 out of 2 found this review helpful
This is a great book for all customer sservice reps. Here is what I especially loved: I am not alone. Many people across America feel as I do. It makes me feel better about all the people I have to deal with!
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