Tab Article

Genre: Business, Management, Marketing, Customer Service
Rating: ★★★★☆ (4/5)

Book Review:
This book offers a highly practical and strategic framework for any business aiming to excel in today's competitive market. The authors, Michael Quinn and Lynda Byron, present a compelling case that while product quality attracts customers, it is superior and quick service that ensures their retention and drives growth.

The core of the book is the ''PROMPT'' approach, a customer-centric strategy built on Prioritizing customer needs, Reliability, Organizing to serve, Measurement, People training, and Technology. This clear and memorable acronym makes the methodology easy to understand and implement. The concepts are brought to life through relevant case studies, practical Irish examples, checklists, and exercises.

An excellent resource for both students of customer service management and professionals in charge of service performance, this book provides a direct path to meeting and exceeding rising customer expectations. A straightforward and effective guide to building a loyal customer base.