Win the Customer, Not the Argument

by Don Gallegos

Don Gallegos is on a crusade to to wipe out poor customer services. Businesses do not understand that even though the customer is not always right, wrong customers spend money. This entertaining book shows why businesses should throw away the policy manners and give customers the benefit of the doubt. Don't punish 99% of your customers for the crimes of a small minority. This book shows how putting customer service first encourages tremendous loyalty (and larger profits) from your customer base. This is a must-have book for anyone who deals with customers every day.

Genres: Business

132 pages, Paperback

First published January 1, 2005

Reviews

[Paul Davidson · Rating 4 out of 5]

Don Gallego's commitment to customers comes through on every page. He explains that service is so poor nowadays that employees and customers don't realize what good service could be. He then follows through with powerful examples where he did the right thing for customers and employees. Remarkable that a president would personally take the time to handle customer complaints and resolve lower-level employee issues.

[Kim Baranowski]

Passing it on

I am definitely forwarding to my coworkers and bosses. I will definitely change some of my own customer service habits