Overview

With insight gained from over 35 years in customer service, author Valerie Russell shares how a company can create success and loyalty by focusing on the customer's experience from the parking lot to the exit. Great customer service can often separate the struggling companies from the prosperous ones. By focusing on the customer experience, companies can build lasting trust and loyalty. However, since the pandemic and with the rise of our electronic, antisocial world, the quality of customer service across industries has been on the decline. Customer service is becoming a lost art. From Entrance to Exit aims to reverse this downward trend by helping readers learn how to create an environment of customer care. After over 35 years of working in customer service, author Valerie Russell shares her tips and tools for producing great customer service from the moment the customer enters the parking lot to their exit and beyond. Russell goes through customer service with a fine-toothed comb-sharing the good, the bad, and the downright ugly parts of making a company great at taking care of its customers. Equipped with conversation starters, special reflections, and practice exercises for readers, From Entrance To Exit is a great practical tool for anyone who works in customer service or runs a business.

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Valerie Russell has worked in customer service, including roles as a babysitter, dry cleaning clerk, retail sales representative, directory information verifier, elementary school assistant, church secretary, and insurance agent, for over 35 years. She received her bachelor's degree in healthcare administration in 2019 and has worked in a healthcare setting for a cumulative 22 years as a receptionist, a transcriptionist, a patient service specialist, a notary, and a Concierge Manager. Valerie is passionate about creating great customer centered care and works now to reverse the steep decline in service. She lives in Texas with her three sons.

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