Value Added Customer Service

"The world needs-more and better, customer service," the author, Tom Reilly boldly states at the beginning of his book, "Value-Added Customer Service." Almost everywhere you go, whether it is the doctor's office, a car repair shop, a restaurant, etc you see the need and impact of customer service. This book's intent is to "raise awareness that service is an ongoing, all-the-time issue, not a sometimes issue." It is beneficial to anyone who is interested in delivering value and raising the level of service in their organization. Among the most important issues discussed in the book is the idea of creating a culture of customer service. Another issue that I really enjoyed concerns the topic of personal excellence and having an attitude of success. The final issue I wish to touch on from the book is the concept that customer service is simple. This theme is repeated throughout the literature. . Customer service is not rocket science, it is plain and simple as the author reiterates. A successful organization must cultivate a culture of customer service. Your organization may look pretty on the outside, but if your employees, the internal customers, are disgruntled you can expect your external customers to feel the same. Never stop pushing yourself to be better. Continue to grow, evolve, and discover more about yourself and your potential. Have an attitude of pride. Pursuing the suggestions and ideas expressed by the author in this book will help you find more satisfaction for yourself, other employees, and add value to your customer service. I agree with the Reilly's suggestions, and would recommend this book to anyone wanting to understand services marketing and how to add value to customer service. Before you continue learning be sure to take a break and and practice some martial arts, get your martial arts supplies today for the most fun.

Serve internally. "It's not good enough that the apple shines if the inside is rotten." Customer service begins internally and is inseparably connected with the culture of the company. "The way you treat your employees is the way they treat your customers." The book explains that employees are the "internal customers," and that they deserve the same great treatment you would give an external customer. " Customer satisfaction mirrors employee satisfaction." This issue is very important. If you are having problems with dissatisfied customers, you probably have dissatisfied employees. The author goes into detail concerning ways to prevent such phenomena that I will not get into, but it is essential for an organization to realize that "happy employees create happy customers."

I strongly agree with the author in his statement that say, "I passionately believe that everyone wants to perform at a higher level than that at which they currently perform." Many people, the author states, are scared of failure. Robert Schuller is quoted in the book as saying, "I would rather attempt a great many things in this world and fail than to attempt nothing and succeed." As a person goes through life with this attitude he or she will have far less regrets than the person who will always wonder what would have happened if they had just tried. Probably the most inspirational quotes in the book for me concerning personal excellence was from Martin Luther King, Jr. who wrote, "If a man is called to be a street sweeper, he should sweep streets even as Michelangelo painted" The idea is that you should take pride in what you do and you should strive to be the best in whatever career you are in. In accordance with this, you should look, dress, and act as though you are worth it. E.g. If you want to be a top salesman, act like you are the top salesman. "If you want more from life, put more into it. If you want better grades, study harder. If you want to earn higher wages, work as if you're worth it," Reilly explains. Be an extra-miler, add value not cost to your firm, and blast out of your comfort zone. These are priceless suggestions given by the author that can help you invest your life in discovering more about yourselves and your potential.

"Customer service is not rocket science." This is a familiar phrase the author uses in the book. His book revolves around the principles of simplicity, practicality, and effectiveness. Customer service is exactly what it implies-serving! The problem Reilly says is that "too many of us pay lip service to customer service. Intellectually we buy into the notion, but behaviorally we stumble and stammer." We talk the talk but don't walk the walk. I think it is true that everyone at a gut level knows what a customer deserves. Another uncomplicated statement the author uses is that "customer service is giving the type of treatment you hope a family member would receive when dealing with a seller." Correlative to this idea of the plainness of customer service is that customer satisfaction is easy to understand. This simple formula, customer satisfaction is a function of your performance relative to the customer's expectations, is straightforward. Again Reilly repeats that customer service is not rocket science, "it's a variation of the Golden Rule. It's common sense that leads to uncommon service, [and that] applying customer service, like learning them, isn't complex. It's all gut-level simplicity."

I would recommend this book to anyone who wants to understand more about service marketing as well as those who want to acquire more satisfaction and pride in their work. Customer service is not rocket science, it is plain and simple as the author reiterates. A successful organization must cultivate a culture of customer service. Your organization may look pretty on the outside, but if your employees, the internal customers, are disgruntled you can expect your external customers to feel the same. Never stop pushing yourself to be better. Continue to grow, evolve, and discover more about yourself and your potential. Have an attitude of pride. Pursuing the suggestions and ideas expressed by the author in this book will help you find more satisfaction for yourself, other employees, and add value to your customer service. Sometimes when you are trying to provide customer service you will wonder is there life after death. This is perfectly natural and will help you better understand the customer.

The core values of the value added through customer service is one of the most important ideas you can take from this book. Here is a small chart that will help you remember what it is you should help yourself, employees and or co-workers to grow in their customer service skills.
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