If you'd rather place an order by talking to one of our cheerful order desk clerks, please call 1-888-232-4444 (USA and Canada only) or 250-383-6864. From Europe, ring our UK order desk clerk at local rate number 0845 230 9601 (UK only) or 44 (0)1865 722 113.

Customer Service: Aiming for Excellence

by Timothy P. Bonomo

74 pages; quality trade paperback (softcover); **** NOW AVAILABLE ****; catalogue #02-0355; ISBN 1-55369-542-9; US$17.75, C$20.41, EUR14.58, £10.21

Customer Service is a fast-paced, humourous and fresh approach to Customer Service that will benefit both first time employees and seasoned professionals as well. This easy-to-read, 'one sitting',

About the Book

Customer Service, Aiming for Excellence is a fast-paced, humourous and fresh approach to Customer Service that will benefit both first time employees and seasoned professionals as well. This easy-to-read, 'one sitting', book tells you how to handle different customers instead of just why you need to. The fun and insights are inescapable and 'it provides the tools to deal with difficult situations with confidence and a greater understanding of the underlying motives behind behavior'.

Customer Service, Aiming for Excellence introduces the concept of "Linked Pairs", the relationships between the situations/conditions that cause a problem and the generally appropriate techniques that aid in solving it.

Aiming for Excellence also teaches you to identify the 5 customer types and how best to handle them based on their personality.

The book also discusses Opportunities for Excellence, Everyday Extraordinary Service and Professionalism. If you have already read a book on customer service, have some fun and add this one to your list. If you read only one book on customer service make this one it!

About the Author

Tim Bonomo is a native of Corning, NY with over 25 years of experience in management, marketing, and human resources. Tim has degrees in Liberal Arts, Interdisciplinary Communications and Business Administration, and a M.S. Ed degree in Adult Education and General Education.

Currently, Tim is a Visiting Lecturer for Corning Community College teaching classes in marketing, business, management and professionalism, among others. Tim also teaches graduate level classes in adult education for Elmira College and accelerated business/management classes for adult students at Keuka College in upstate New York. Tim has been included in both "Who's Who in America" and "Who's Who in American Education".

Tim is the recipient of the Robert J. Uplinger Distinguished Service Award from the Lions International Foundation, as well as the SuperStar Award from Wegmans Food Markets for outstanding customer service. Tim also won an award from Paramount Studios for excellence in marketing in a national contest. Tim co-hosted and produced a weekly television talk show, and has been a guest lecturer to graduate students at Cornell University.

Tim has received tremendous response to his customer service concepts from a wide variety of organizations. He has enjoyed great success presenting to such diverse organizations as colleges, IT departments, chambers of commerce, hotels, social organizations, international race tracks, retail stores, daycare facilities and many more.

Tim's wife, Doreen, is an elementary education teacher and they have two children, Nicholas and Kelly.

- "Aiming for Excellence" seminars and books have sold around the world from Ireland to India to Canada and all across the US! -

Excerpts

Reader Comments

"...I was very impressed! The examples are great, and it offers a unique 'how to' model, instead of just 'why' it is important to pay attention to customers, like so many other customer service volumes. Also, it is directed at service providers themselves, instead of just the managers-again a practical approach, which I found very refreshing. A great effort and a real gem!"
Diane Mashia, President, Learning Out Loud

"...goes outside of the standard paradigm of "customer service" training. His candor, along with his sense of humor, lend a unique perspective to the everyday dilemma of providing excellent customer service. Anyone who deals with either internal or external customers on a regular basis will walk away feeling as though they have a new understanding of what motivates behavior, and how to better deal with situations that may arise in the future. I would highly recommend this book to anyone hoping to motivate their employees to go the extra mile... it will provide them with tools to deal with difficult situations with confidence and a greater understanding of the underlying motives behind behavior."
Tamra Gilbert

"I found this very easy to read and very enjoyable! I caught myself laughing a few times and definitely relating very closely to many of your examples. This field is a hard one to get training for. Your book however, hit the nail on the head!"
Michelle L. Beauchamp

"Aiming for Excellence is an outstanding, down-to-earth, rooted-in-reality text... I have even caught myself consciously implementing a few techniques* Tim has effectively offered the stepping stones for excelling in customer service."
Stacey A. May

"...one area that is often overlooked is the ability to understand and properly deal with the customer as a person rather than a 'user' and your Aiming for Excellence guide fills that need wonderfully. I found that within a few seconds I was able to categorize the customer type and apply some simple techniques toward resolving the problem based on his/her demeanor. I have posted your 5 'I's' in my office as a quick reference guide and find myself using it on a regular basis."
David Senkiw