Personal Advancement
Service solutionBest-selling author George Olds has a new mission -- he wants businesses to succeed through superior customer service. |
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 [ 2007-04-17 ] |
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The Hamilton-based Olds, who estimates he's trained a third of all travel agents in Canada in his 27-year career in the travel industry, has literally written the book on customer service.
In the Shoes of the Customer -- Simple Customer Service Solutions for a Complex World offers three simple steps to improve customer service, through what Olds calls the "aware, care, share" system.
He offers five easy tools to deliver customer service, a 10-point customers' bill of rights and a six-point customer service providers' bill of rights.
Olds says good customer service training need not be long or expensive, but "it must be simple and customer-focused."
His customers' bill of rights includes gems such as:
- The right to eye contact
- The right to a greeting
- The right to accuracy.
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