Emerald Business Systems Blog


Busting 20 Customer Service Myths: Review of BAM | Small Business Trends

Posted in General Business by ebs4pos on November 28, 2009

“BAM: Delivering Customer Service in a Self-Service World” is the new book by Barry Moltz and Mary Jane Grinstead.

“BAM” stands for “bust a myth.” The book debunks 20 myths about customer service:

BAM! debunks the twenty common myths of of customer service — from “The customer is always right” to “Customer service means the same thing to everyone” to “Companies achieve customer service by under-promising and over-delivering.” Customer service myths run the customer policies of many companies without anyone even questioning them. Unfortunately, this ensures that customer service will only be a “bolt-on” and not a part of the DNA of that company. Inside the DNA of most companies is where customer service needs to be in order to retain profitability.

This introduction grabbed me instantly! If you’re like me, you’ve heard those customer service truisms… forever. Few of us bother to question them anymore.

But this book does question them.

via Busting 20 Customer Service Myths: Review of BAM | Small Business Trends.

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