Customer Service Is Dead: Delivering 6-Star Service in a 1-Star World

Mitche tells a very relatable story of how to make others and yourself feel great about what we do every day. CS has been gone for a long time and people treat people with very little respect. Mitche provides easy coaching sessions on how to change, This is an easy read packed full of advice.

I love a book that's both fun to read and informative as well. This certainly rings that bell when it comes to covering the topic of customer experience management. Highly recommended.

If your organization’s idea of customer service is measuring how long you keep people on hold when they call your customer service department, this book is not for you. However, if you want to build fans of your business by delighting your customers, check out Mitche’s ideas.

Customer Service is DEAD by Mitche Graf is a non-fiction book that explores the steps to creating a six-star business experience. A six-star business experience is one where customer’s expectations are not only met but are anticipated and exceeded by a company. Graft discusses how this can be done by breaking down positive and negative customer service experiences from his own life and detailing what makes an interaction disappointing or above expectation. The book addresses not only Graft’s own business practices but the practices of other exceedingly successful businesses such as Lego, Disney, Starbucks, and Nordstrom. Graft collects tenets for successful business and distills them in a very straightforward manner that makes readers feel like they have the tools to advance their business and the ability for exceptional customer service in their own endeavors.Customer Service is DEAD focuses largely on the shift in customer service caused by modern-day customers and technology. Rather than slow, quality experiences, customers today prioritize speed and convenience in business interactions. Much more business is also done over the phone or online causing further separation between customers and personal interactions with businesses. In dealing with these modern factors of customer service, Graft focuses on the importance of making a customer feel special and going beyond what is expected. This can be done by asking questions, being efficient, and following up with customers among other things.What I like most about this book is the questions and checklists included to create tangible steps for improving a business. Customer Service is DEAD does not offer abstract advice, but has readers visualize their goals and then gives readers a direct path to achieving those goals. One does not need to be a business expert to follow the clear steps presented and begin the road to greater business success. There was nothing that I disliked about this book.I would give Customer Service is DEAD by Mitche Graf a five out of five-star rating. It has no noticeable errors and seems to be professionally edited. The writing is succinct and easy to read. The advice is very tangible and gives people looking to improve their business clear footholds in beginning the process. Additionally, the book is an excellent mix of Graf’s personal business experiences along with his advice on achieving more successful customer service interactions.I would recommend this book to anyone who owns or operates a business. This book has incredibly helpful information for anyone who has employees or deals directly with customers. I have read many books similar to this, but Customer Service is DEAD is the best at giving straightforward advice that can be directly applied to any business.

Absolutely SPOT ON! Want to succeed in this impersonal economy? ENHANCE THE PERSONAL!Mitche Graf provides a concise overview of how we got here – accepting mediocre “5-Star” service. He then guides you to examine your customers’ experience from THEIR point of view. By enhancing each customer contact point, you produce memorable interactions that create loyal customers, who will then sing your praises on social media – your most effective marketing technique!You should not only read this book, but purchase copies for your Senior Team. But don’t stop there! Inculcate these principles throughout your organization following his excellent guide!Your goal for 2021: Become the only “6-Star” amongst your competitors – and THRIVE!D Judson, retired Bank President & CEO

This book would very helpful to buisnesses and even customers everywhere. It gives in-depth tips and methods for buisnesses that, if implemented properly, can increase both customer happiness and the overall buisness rating and profit. Aside from money and reputation, this books explains the importance of satisfying customers and gaining their loyalty. I totally recommend it!

I really enjoyed reading this book but now after finishing it I'm able to spot bad customer service in 2 seconds. This should be required reading for every business that depends on customer service to keep their doors open. I give it a 6 star rating!

This book is well written, has great techniques and ideas and is very straightforward, highly recommend it for business owners.

This is fun and interesting book but, like other books that tend to be on Unlimited, it has the feel of a lead magnet rather than a deep offer of value. My litmus test is how much I use the highlighter. That's why I gave it 3 stars.