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By Don Gallegos
Don Gallegos is a man on a mission - a mission to wipe out poor customer service.
And he thinks most people don't even know when the service they receive is bad.
In his book, "Win the Customer, Not the Argument," Gallegos tells
true stories about customer service that illustrate his basic premise, "The
customer is not always right... but she is always your customer."
Gallegos spent 30 years developing his philosophy of customer service while
working with King Soopers Supermarkets in the Denver, Colorado area (now a division
of Kroger). As President of King Soopers, Gallegos instituted his revolutionary ideas
about customer service: teaching employees how to go the extra mile to give
the customer what she wanted, even if it meant bending the rules a bit. According
to Don, "Not everyone wants special treatment, so, for the few that do,
WHAT'S THE PROBLEM?"
This book details hundreds of ideas to help your business become more customer
service-driven, such as:
- Make the policy manual one page long
- Encourage customer complaints
- Model yourself after the best companies
- Give your front-line employees authority to solve the customer's problem
- Recognize that union employees are your employees first and foremost
- Great customer service comes from the top
With its engaging, chatty style, "Win the Customer, Not the Argument" will
win you over. You'll learn what good customer service really is, and how your company can excel.
"Don's insight into thinking about our customers is the best perspective I have seen. His book gives us a glimpse of what it takes to really put our customers first."
Dave Dillon, Chairman and CEO, The Kroger Co.
About the Author
Don Gallegos has spent most of his career in the supermarket industry, rising from a buyer to become President of King Soopers Supermarket, a chain of 70 stores with 15,000 employees, now part of The Kroger Co. He is now a sought-after speaker on the topic of customer service and writes a newsletter, "The Customer Service Repairman."
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