Turning Rants into Raves: Turn Your Customers On Before They Turn On YOU! is for CEOs, business owners, and managers who want to improve the experience they are providing to their customers.
Customer service has evolved into a business strategy that helps companies differentiate themselves from their competition, sustain profitability and thrive in any type of economy, especially during recessionary times. It’s often the only competitive advantage a business has.
In the book, five principles of customer service are illuminated with insightful interviews with CEOs, business owners and employees who consistently demonstrate good customer service. We share illustrations depicting real customer service situations, both good and bad, that bring levity to a serious subject. We also show the financial value of implementing our principles by providing the impact to four business drivers and sharing the harsh reality of data on the sad state of customer service.
You’ll encounter Rant and Rave, two fictitious employees who depict real-life customer service situations — both good and bad.
Discover The Five Principles
Think Like an OwnerMake decisions, solve problems and do what’s right for customers as if you’re the owner of the company.
Build a RelationshipEstablish rapport, demonstrate you care and show genuine interest in your customers and their needs.
Remove the RoadblocksEliminate obstacles that get in the customer’s way of doing business with you.
Walk in Your Customer’s ShoesThink about your customer, what he wants and how he wants to be treated.
Capture Your Customer’s HeartCreate an emotional connection with your customer that makes him feel special and appreciated.
About the Authors
Randi BusseRandi Busse, President of Workforce Development Group, Inc., is widely recognized as a customer service expert. Since her company’s inception, Randi has become a trusted resource for many diverse companies and organizations that have relied on her guidance to help improve customer service and increase customer retention. Her organization provides training and coaching that fosters a culture of ownership among employees and provides them with the skills they need to delight customers.
Carol HeadyCarol Heady, President of Learning and Performance Solutions, is a consultant,executive coach, and professional facilitator. She has facilitated hundreds of professional development training sessions and seminars over the course of 25 years. Her extensive customer service and operations experience combined with her human resource development and organizational management experience enables her to work with clients in three areas: improving customer service, increasing leadership effectiveness, and career management.
What people are saying about the book:
We all know good and bad customer service when we experience it, but how do you define it, understand it and, most important, weave it into the culture of your organization? That’s the trick. In this well-written, meticulously researched, and down-to-earth book, Carol and Randi reveal precisely how to transform our organizations into places where customer raves are the takeaways. It should be standard reading for anyone who takes business seriously.
You owe it to your business to get this book into all your employees’ hands, regardless of their experience or whether they have direct contact with your customers.
Turning Rants Into Raves hits a home run by taking you on a journey through real-life examples showing how the folks that you pay to attract and engage your valuable prospects and customers are actually chasing them away. It then does a very effective job of showing the reader how employees who are empowered, have clear expectations, and truly think like owners will actually turn on your customers! This informative digest should be required reading for anyone dealing with customers, both external as well as internal.
Randi and Carol use a storytelling tradition that goes back thousands of years to help you teach your team the mechanics of excellent service. Their characters Rant and Rave—combined with the authors’ 50-plus years of experience in service—will help you laugh while you recognize service lapses that can happen to the best of us, and then learn how to create great customer experiences. Highly recommended!
In Turning Rants into Raves, Randi Busse and Carol Heady have created an engaging, accessible customer service manual for business owners and entrepreneurs. Using the characters “Rant” and “Rave,” the authors provide true-to-life examples of the way great and not-so-great frontline service personnel think and perform. They also include interviews with exceptional service providers, weaving in specific tactics that can be used to ensure your customers are treated like royalty. If you’re buying a customer service book this year, this one should be it.
Customer service cuts across all businesses and professions. Concepts of loyalty and trust are indeed bolstered with exceptional customer service. This book is easy to read and clearly establishes what behaviors are needed to achieve customer AND employee success.
What I love about this book is the story of how to engage with both your customers and your employees. Real-life examples of the little things that matter to make the customer experience memorable and to build loyal fans for your business. After reading this yourself share it with your staff and your customers will see the difference.
Customer service, as delivered by your employees, will make or break your business. Busse and Heady give you everything you need to know to keep customers for life from developing a strategy to getting your employees on board.
The book is very clear and cogent, and makes excellent sense. The “Four R's” are keys to the success of most companies, and especially to those in the hospitality industry. We definitely need “owners”—not “renters”. Thanks for helping to show that the path to a company’s success is paved by happy, loyal customers!
The content is easy to read, yet the concepts are not simple. As a small business owner, the exercises are spot-on and reinforce the material to give it relevance to my company.