Overview

Being good is not good enough anymore. Being mediocre is even worse. Being great makes or breaks companies. Customers can get anything from anywhere. How people are treated from the moment they walk into the doors of a business, visit their website, or contact a call center determines how much money they will spend. Every company has a slogan or tagline touting how much they care about customers. Interestingly enough, that commitment to the customer is usually tacked up on the break room wall and touted with little importance. Saying you care about your customers won't win you any special points. Showing them you do is what brings in the money. Customer service needs a lot of work. Frankly, customer service sucks. Corporate culture sucks. Both are designed to favor the companies themselves, not the hard working employees who make it all happen or the customers who keep them in business. It hasn't always been perfect, but today's standards are far from what we expect or deserve. They are, at best, just good. It is time to raise the bar and take the treatment of customers from good to great! Can we reverse the negative corporate cultures that have crept into the business world? Can we implement practices that tell customers we value them and want them to return? We can, and we must.

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9781649903471

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Reviews

Bryan takes a straightforward approach to customer service that can change both your employee culture and customer experience. Set yourself apart by starting in house and use the advice in this book. - Meghan Cherie McFall, Co-Founder, Blue Ocean Legacy Wealth Management Trying to improve your customer experience is an exercise in futility if you aren't delivering a good employee experience. Bryan delivers a message that is on-point and on-target: even in the world of business, we should prioritise being kind to ourselves and each other. - Neil Davey, Managing Editor, MyCustomer.com Throughout the book, Bryan uses examples from his personal experiences as well as those of people he knows to highlight the good, the bad, and the ugly in Customer Service and Experience. If there was any doubt about how important it is to treat internal customers or employees with dignity and respect, as well as empathy, those doubts should no longer exist. Bryan breaks down the negative impact that lack of care for employees can lead to a toxic environment that invariably affects external customers and the business' bottom-line. Bryan demonstrates how sales will increase when employees are empowered to exceed customers' expectations. If you want to raise the standards of excellence in your organization, I highly recommend you grab this book and share it with your employees and partners. - Yvonne Jones, Personal Business Coach Founder of 50 and Wiser Coaching Remember when customer service was more than lip service? In this book, Bryan lays out strategies and examples to treat customers as humans and restore differentiating service levels for any organization. - David Kitchen, Senior, Government Sector, Human Resource Director Bryan has written an authentic book from the heart. You can feel the genuine importance of this topic from the author and how he is on a mission to eradicate bad customer service. There is a great deal of wisdom and common sense in this book. But what sets it apart is the practical advice for implementing the ideas offered. Inside the covers are important messages that make the customer's experience the mission of your business. - Jeff Sheehan, CX Professional and Author of Customer Experience Field Manual

Author Information

"Bryan has been a successful financial services manager for the past 16 years within the retail banking and automotive industries. He is a graduate of the world's foremost customer service development programs, including the Ritz Carlton Institute and the Disney Institute. This means Bryan has learned from the best of the best, and has taken those strategies to revolutionize customer experience and corporate culture. Bryan began his career in 2003 as a manager for a local religious bookstore. From there, he has directed organizations large and small, being an advocate for both the customer and the employee. As a financial services manager, Bryan changed the local banking industry with a ""relationship first"" approach to increasing sales. He has won several prestigious corporate customer service awards from leading financial institutions. Bryan believes it is the perceived failures of life that lead to profound reinvention. Despite being college-educated and graduating at the top of his class, Bryan had some very difficult hands dealt him. He was terminated from a Utah banking institution shortly before Christmas on the grounds of being homeless, believing he could not be trusted around money. Addicted to alcohol and on the verge of suicide, it was this experience that drove Bryan to completely redefine his purpose in life, finding the motivation to rise out of some very dark times. While at this lowest point, desperate and with little money, he took a leap of faith and wrote The Customer Service Revolution: 8 Principles That Will Change the Way Companies Think About the Customer Experience and the Employees Who Work For Them and now has authored Get Your Stuff and Get Out! Why Customer Service Sucks and How We Can Make It Great Again! He founded CX Solutions, a customer experience consulting firm which passionately teaches the level of service given to customers is a reflection of the service rendered upon employees."

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