Most CEOs and corporate executives never deal directly with the customers. So how can they know how to properly train their employees?
Columbus, Ohio (PRWEB) March 27, 2015
Using his first-hand experiences as a fast food worker, Sherron A. Stevens, an 18-year old African American college student from Columbus, Ohio, has made a unique contribution to the world of business and customer service. He has authored "Undercover Customer: 100 Ways To Fix Your Broken Customer Service" – a powerful new guide for employees, managers, executives and CEOs on how to implement exceptional customer service.
In "Undercover Customer", Sherron unleashes 100 super simple, but also super effective customer service tips from an associate’s perspective. Remember that most of these types of books are written from the manager’s perspective or even from the corporate office. But Sherron’s book is straight from the trenches!
Sherron is currently working for Chick-fil-A, but has also worked for Donatos Pizza (a popular chain in Ohio) in the past. He says people should listen to him because he works directly with the customers every single day! “Most CEOs and corporate executives never deal directly with the customers,” he says. “So how can they know how to properly train their employees?”
Sherron’s ideas and suggestions are more than just talk! His accomplishments have gained him a lot of attention and notoriety in the workplace – from manager referrals, to tons of verbal and written customer compliments, to being personally invited to meet with the CEO of one of the largest pizza chains in Ohio.
In his book, he lists the following four reasons why he says customer service is critical to any business:
#1 - 68% of customers say they won’t return to a place of business if they have experienced bad customer service.
#2 - 7 in 10 Americans say that they are willing to spend more money with companies that they believe provide excellent customer service.
#3 - It takes 12 positive experiences to make up for one unresolved negative customer experience.
#4 - It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.
So why write a book?
“I wrote 'Undercover Customer' because I wanted to share my expertise on customer service with other associates, managers and corporate executives around the world. But also I want to establish myself as a future leader in the customer service industry,” Sherron comments.
He adds, “Right now, I’m in college and I’m still working at the bottom level. But I’m very passionate about customer service, and I would love the opportunity to work in customer service at a higher managerial level and even one day start my own customer service training and evaluation company.”
He says he chose the title "Undercover Customer" because the book gives a unique perspective on customer service from the vantage point of a customer in disguise who is really a customer service expert.
About the Book:
"Undercover Customer: 100 Ways To Fix Your Broken Customer Service"
By Sherron A. Stevens
Paperback: 120 pages
Publisher: CreateSpace Independent Publishing
Available as an e-book and paperback at Amazon.com or http://www.UndercoverCustomer.com