by Barry Moltz and Mary Jane Grinstead
with Preface by Bob Rosner, Syndicated Columnist of “Workplace 911″
The early raves are in:
“I’d like to place an order, please. May I get 2 copies of BAM, with a side of excellent advice for customer service, and a large dose of reality? I’d like that to go. Barry Moltz really has a winner here with BAM, and I, for one, hope the service industry picks it up and runs with it.” - Chris Brogan, co-author of Trust Agents @chrisbrogan
“Moltz & Grinstead offer a rare approach to customer service, reality. They recognize that customers want to serve themselves, act on their feelings and are all unique. These three “aha” observations alone are worth the price of admission.”- Tim Sanders, best selling author and editor at www.SandersSays.com and @sanderssays
“Toss out your old ideas about customer service. BAM! offers a new manifesto for using customer service to create a competitive edge to make more money!”- Joe Vitale, Mr. Fire, Author of The Attractor Factor
“This book offers a BAM!-good way to make customer service a revenue-producing competitive tool–and the way you do it may surprise you.” – Michael Port, NY Times Bestselling author of The Think Big Manifesto and Booked Yourself Solid @MichaelPort
“I am amazed by companies that lose sight of the very reason they are in business… for their customers! Yet, poor customer service is a sign of the times. That means there is great opportunity for those wanting to get back to the basics of serving others properly. Read this book and you’ll be on your way to becoming a superstar to your customers… and your competitors worst nightmare!”– Joel Comm, New York Times Best-Selling Author of Twitter Power @JoelComm
“BAM! reminds us that the old maxim is true: If enough people love you, the ones who don’t, don’t matter. Want to know how to get the right people to love you? Read the book!- Gail Blanke, author of Throw Out Fifty Things and Between Trapezes.
“The new workplace is about transparency and authenticity, and this includes customer service. Barry Moltz shows you how to leverage new workplace trends to increase your bottom line.” – Penelope Trunk, CEO, Brazen Careerist
“The customer’s always right, right? Wrong! Read BAM! and find out what other customer service rules you should be breaking.”-Rieva Lesonsky, CEO, GrowBiz Media @Rieva
“BAM! Barry Moltz puts the BOUNCE back into customer service with a CRAZY competitive edge that goes straight to the bottom line!” Liz Strauss, social media and web strategist, Founder of SOBCon @lizstrauss
“BAM! blasts light in the dark hole of customer service no one wants to look down. This book is a wake up call to all companies that want to win at the customer service game.”- Rob McNealy, Chief Stategist, Contrived Media @robmcnealy
“True to form, Barry gives straight-shooting and effective advice on the true competitive edge of the new millennium: killer customer service. Infused with real-world examples, BAM! will knock small business in the right direction.” – -Pamela Slim, author of Escape from Cubicle Nation: From Corporate Prisoner to Thriving Entrepreneur @pamslim
Book Summary
Customer service has been turned upside down by the self-sufficiency and immediacy of buying products on the Internet. Our self-help culture has been transformed into a self-service world with customers able and willing to do much more for themselves. At the same time, customers are becoming accustomed to the personalized benefits that we experience online through Web-based buying experiences that can be automatically tailored to our tastes, buying patterns and desires. The bar for customer service has been raised in our self-service economy. However, the only reason to provide outstanding customer service is if it makes your business money.
BAM! Is a no nonsense book that teaches companies why they want to deliver effective customer service in this self-service world and how to do it. The book debunks the 20 common myths of customer service—from “The customer is always right” to “Customer service means the same thing to everyone,” to “Companies achieve customer service by under-promising and over-delivering”—myths that too many companies use automatically to run their customer service practices without ever questioning them.
BAM! replaces these myths with a tactical approach that shows companies how to make more money through attitudes and actions that will help their customers feel satisfied in good or bad times.
This how-to book features exercises, tools, and work sheets including:
• How to Bust the 20 Myths of Customer Service that Hold Back Your Company.
• A Formula to Value Each of Your Customers and the Economic Value They Contribute to Your Bottom Line.
• A Two-Way Customer Service Manifesto and How to Customize One for Your Company.
• Action Plans for CEOs, Line Managers, and Customer Service Reps to Ensure that Customer Service is in the Company DNA.
• How to Treat Your Best Customers So They Stay.
• How to Fire the Harmful Ones So They Leave.
• A Comprehensive Customer Service Thesaurus.
More at www.bamgoodservice.com