Real World Customer Service Stories to Inform Your Practices
By Peter Lyle DeHaan, PhD
For over twenty years I’ve written a “From the Publisher” column in each issue of Connections Magazine. For many years that meant six columns a year, although it initially was four and at one time it ballooned up to ten, but we’re now rightsized at six.
Altogether I count 174 columns, plus many other articles that I’ve published in Connections Magazine over the years. That’s a lot of writing and even more words, enough to fill several books. And that’s just what I’ve done—and more.
I’ve taken my best customer service posts, updated them, and added content. Then I wrote more examples and compiled them into a book. The result is Sticky Customer Service. It’s now available in e-book, paperback, and hardcover.
The vision of Sticky Customer Service is to share real-world examples to illuminate customer service done well and customer service that falls short.
The goal is to help enterprises—including yours—to stop churning customers and start growing your business. Through its pages you’ll discover helpful customer service tips to encourage you to do better and celebrate what you do best.
For the call center industry, we normally think of customer service as happening over the telephone. But it also occurs in person and online. It’s critical that we excel in each of these three areas to form a comprehensive customer-focused perspective that pursues excellence through all channels.
And even if your intent is to focus on the section covering telephone customer service, the other sections will still inform your outlook and give you helpful insights.
Customer service isn’t a once-and-done effort. It takes ongoing focus to truly meet customer expectations. Sticky Customer Service delivers over two dozen practical, action-oriented insights to help you turn customer service from an ingrained weakness into a strategic strength.
It’s a great tool for organizational planning, staff discussions, and customer service training. It will help you create sticky customer service for your organization.
Sticky Customer Service is the first book of my new Sticky series. Upcoming books include Sticky Sales and Marketing and then Sticky Leadership, capped off with Sticky Living.
Peter Lyle DeHaan, PhD, is the publisher and editor-in-chief of Connections Magazine, covering the call center industry.
Read his latest book, Call Center Connections.
