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Customer Service: How to Attract, Retain, and Interact with High-Quality Customers by Jeff Havens

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Introduction

Welcome, and congratulations on being forced to read this book! I’m guessing you haven’t chosen to read it of your own free will, but on the off-chance that you have, congratulations on being better than everyone around you! The point I’m trying to make is that you should be excited, even giddy, at the prospect of what you’re about to experience.

Having worked in a customer service job for seven years of my own life, I know firsthand that customer service has its challenges. A lot of people don’t know this, but the word ‘customer’ is actually derived from the ancient Sanskrit word ‘khoostaum,’ which means “spawn of the devil camel,” and I think we can all agree that that’s a fairly accurate description of some customers. Unfortunately, ...

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