HAMILTON, ON, April 16 /CNW/ - Businesses and organizations can increase
customers and profit if they deliver a basic set of customers' rights, says a
new book called In the Shoes of the Customer - Simple Customer Service
Solutions For a Complex World, by best-selling author George Olds of Hamilton,
The Customers' Bill of Rights, according to George Olds of Go4Results:
The right to eye contact
The right to a smile
The right to a greeting
The right to your name (or not)
The right to be offered help
The right to your undivided attention
The right to accuracy
The right to a product that does what it's supposed to do
The right to a fair price for your product or service
And the right to thanks for your business
Olds says he'd like to see this list displayed publicly near every cash
register and service provider's desk in Canada. "This simple and low-cost
approach to customer service should appeal to every business, every service
provider, chamber of commerce, business improvement area, professional
organization and travel and convention bureau anywhere."
The bill of rights can be downloaded at www.go4results.com
In the Shoes of the Customer offers three simple steps to improve
customer service, through what Olds calls the "aware, care, share" system. He
offers five easy tools to deliver customer service, a ten-point customers'
bill of rights and a six-point customer service providers' bill of rights.
George Olds has a 27 year career in the travel industry and he estimates
he's trained over a third of Canada's travel agents. He says good customer
service training need not be long or expensive, but "it must be simple and
customer-focused. You shouldn't need a psychology degree to deliver effective
customer service, because it's not rocket surgery."
In the Shoes of the Customer, hardcover, 114 pages, $19.95 through
Author's Choice Publishing Group.
Also by George Olds and Ian Taylor, now from Author's Choice, best-seller
Never Say "NO COMMENT": How Spin Doctors Answer Questions.
For further information:
For further information: George Olds, President, GO4Results, (905)