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Reviewed by Vincent Dublado for Readers' Favorite
Customer Escalations Management: The Golden Recipe by Nikolaos Zormpas is the ultimate guide on how to provide amazing customer service and exceptional customer experience. Dealing with customers and avoiding escalations is one of the most challenging parts of any business, but the good news is that this book redefines what true customer service means. Is the customer always right? This book tells you that it is not always the case. However, it is an aspirational ideology that, when placed in the right context, becomes the nucleus of the five steps you can take to overcome challenging situations and reach a mutual agreement with your valued customers. There is always a silver lining. Use The Golden Recipe to learn how to handle customer escalations that result in customer satisfaction.
Nikolaos Zormpas puts the human touch back into customer relations and strengthens the connection between people and your business. It is difficult to win customers yet it is very easy to lose them. Customer Escalations Management teaches you how to retain your customers, strengthen your brand, and accumulate more patronage. Zormpas guides you through all this by presenting you with a realistic approach to the subject. I've had my share of customer service experience, having worked at an outsourced call center, and I certainly wished I'd had this book back then. I like the way it teaches you a strategic approach to defusing customer frustration. The Golden Recipe is a huge boost in turning problems into opportunities. Customer Escalations Management is an invaluable reference for anyone who is engaged in a customer-oriented venture.