Author David Lee brings out a number of important points in his book: 1. Its not good enough to be good, you must become exceptional, the Wow factor. Lee runs through the basic: 1. Be fast 2. Be Flexible 3. Be Friendly 4. Be a fixer 5. Be a followuper 6. Be fun. Story after story, book after book references, Lee hammers home these basic principles. However, Lee provides a bright gem in the middle of his book, as he states, the customer does not think of the customer service representative as a person, they think of the rep as the company. Wow, Lee understands the key to outstanding services: 1. Get the customer service rep to believe the represent the company 2. Impower the customer service rep with power and access to authority to fix problems 3. Help the customer service rep understand their role as crucial to "Company Growth" Customer service costs to a company are crushing. Large portions of profits are gobbled up in consumer expenses.[Learn More ...]

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