Customer Service Nightmares

First off, I want to say that the people who gave this a one star didn't even read it I bet. Notice how all the one star reviews were written within a 4 day period and all have one or two lines. This is either the same person or a collective effort on the part of posters from a certain anti-customer website that I use to be a member of but left in disgust a few years ago. The reason I left in disgust is because they all rallied together to slam another book about customer service: "Give 'em the Pickle". I found their behavior so childish and immature that I did not want to be part of that website anymore. Anyway, on to this book. Its a collection of stories Ms. Friedman AKA "The Telephone doctor" collected from her readers. She also throws in some stories of her own under the heading of "Nancy's Notebook". The stories are entertaining to read and Nancy make comments on what the employees did wrong and how the situations should have been handled. Some examples of the stories include: - the woman who went to buy some shoes and was told by a disgusted saleswoman that her feet were so big that only the shoebox would fit her. -The diner who found a rock in his potatoes. When he complained to the wiater, the waiter said something to the effect of "Do you want to me f'ing apologize or something". -The couple who called about a hospital bill after the wife had a baby. The employee complained if she had given birth to a healthy baby, they wouldn't be having trouble with their bill. -The woman who told a salesclerk she was "just browsing". When she found an item she wanted and asked to be rung up, the clerk basically informed her "no, you are just looking remember" and walked away. etc, etc. Again, this is an entertaining book. I love to read these type stories. Was the customer always in the right? No way. In some of the stories a manager or another employee tried to rectify the problem and the customer still wasn't satisified. But I think overall this book does have some good lessons on how to treat people.

YES, it can! Ms. Friedman's book not only provided real-life examples of customer service gone wrong, but solutions for solving those problems. I found it difficult to put the book down for its entertainment factor, often reading into the night as I might a recreational book. I hurt for those customers who were so horrendously wronged, but found satisfaction in knowing I could learn to prevent that from happening to one of my customers. As a manager of volunteers for a health care facility, I found many solutions that I could apply to my customer service training for my volunteer staff who frequently have front-line contact with the public and patients.

Not every customer is a pleasusre to serve, but following Ms. Friedman's recommendations will help to turn customer service nightmares into pleasant encounters that will ensure your customers come back. And that's not only good for your company..it's good for you too.!

I recently purchased your book "Customer Service Nightmares" because I saw you on TV, & thought as a customer service rep that it would be something I could relate to. How right I was. I can honestly say that our company will solve a lot of problems with the advice from this book. Thank you.

This book should be on every managers desk. ! Full of common sense advise on HOW TO DO IT RIGHT.