Customer Service – Communication

We left off the subject with the power of communication overriding all the other aspects of this particular transaction in making a customer totally satisfied.

I offer you two possible scenarios for the very first transaction.

1. “What sort of a publishing house do you run? A book that has been reviewed well by a leading newspaper of the country is not available in any bookshop here? Can you do something about it?”

2. “Good morning. I wonder if I can trouble you with a small problem. I have not been able to source a book, published by you, that has received a favourable review this morning in the newspapers. Will you be able to help?”

Which do you think will work better? Who is now extending service to whom? Is there something that we can learn from these two approaches vis-à-vis customer service?

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