{Review} PROUD: ACHIEVING CUSTOMER SERVICE EXCELLENCE by John Smart

ISBN #: 978-1499753776

Page Count: 104

Copyright: August 8, 2014

Publisher: CreateSpace Independent Publishing Platform

Book Summary:

(Taken from Amazon)

'PROUD is to customer service, as SMART is to goal setting, and GROW is to coaching.' 

Proud is one of the most powerful and emotive words in the English language. What if this powerful word could provide a simple, comprehensive framework to achieve excellent customer service, as well as embody the full essence of the word? The PROUD model provides this and more. It builds into a set of key principles in achieving excellent customer service. Through its simplicity and ease of use it can create a unified customer-focused culture within an organisation. It can be applied to any customer situation in any sector, discipline, or profession; it also crosses over easily from business to personal use, making it a fully flexible and adaptive model. Once you understand the PROUD model and its principles you will appreciate its power to achieve a consistent, excellent customer service experience from start to finish. 'Probably the only customer service acronym you will ever need.'

Mandy's Review:

Reflecting back over my employment history for the past 20+ years, I realized every job I've had was essentially customer-focused. It began with a job in a local baseball stadium concession stand and has progressed through a retail setting, answering National Directory Assistance calls, until I've reached the position I'm in today: an actual Senior Customer Service Rep. My title is the culmination of every job I've ever had over the years. To say I've learned a lot from my past employment experiences is an understatement. I was a tad (okay, a lot) hot-headed during my early positions, but with age comes wisdom (or so they say). Despite all I've learned and all I've achieved, there's still areas I need to improve which is why I agreed to review this book.

Reading PROUD didn't last very long, but it did provide some very good information. I've always heard the old saying "The customer is always right" and I've always had an issue with it. The customer is NOT always right and we all know that. PROUD also recognizes that, but we must still treat our customers with a professional and respectful attitude. Even though the customer may be wrong, PROUD advises taking ownership of the problem by actively listening to your customer's complaints and then being proactive in delivering a resolution. If you have to pass the customer off to someone else in order for them to obtain a resolution, then follow up may need to be done to ensure the customer is not ignored and feels as if someone cares about their concerns. Basically, treat people with kindness, listen to their needs, go the extra mile for them, and leave them with a satisfied feeling.

Below are some of my favorite quotes from this book. I would recommend anyone with a job to pick up a copy and give it a read. If you don't have a work philosophy, this book will help you begin thinking about one.

"Customer service, getting it right and doing it well, has never been more important than in today's unstable economy."

"Getting customer service right can mean the difference between failed, mediocre, and exceptional organisations."

"... one of the key areas in providing excellent customer service involves how you make people feel."

"Act professionally and do your utmost to serve the customer in the most appropriate way, realising that there may be a limit to what can be reasonably achieved."

"Taking ownership of the problem is not about making promises or guarantees - it's about giving the customer the confidence that you'll take his or her problem seriously."

*A physical copy of this book was provided by the author in exchange for an honest review.