I have mixed feelings about this book.
On the positive side, Jay's insights on the TWO types of complainer was a real "Ah-Hah!" moment for me: What we might think is great customer service (traditional, personal, individual attention) doesn't please one type. Prior to reading Jay's book I had been confused about this (why wouldn't you want good customer service?) but I now see where I was going wrong.
Much of the advice was common sense. But that's OK - Sometimes we need a reminder to use our common sense!
Where I felt the book fell short was on practical tips on dealing with 'Crazies' (people that incessantly complain and are unreasonable). I would have liked Jay to walk us through a few different 'Crisis Management' Strategies (do you block? do you ban? do you ignore?). I've learnt from personal experience that you can't reason with some people, and trying to enter into any sort of constructive dialogue is useless. Following Jay's advice simply gives them oxygen... and perhaps it's sometimes better to acknowledge and then ignore????
A good book, easy to read, but lost 2 stars due to price (currently £21) - £10 to £12 would be better.
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