Dangerous Customer Service How You Can Turn Your Team Into An Innovation Force from A&C Black

The DANGEROUS books are authored by the founders of Impact Innovation, a company who helps large corporations such as Shell, Unilever and the BBC, work creatively with high impact, myth-busting approaches to solve everyday challenges in business. Their clients typically achieve a 20-25% increase in revenue after implementing these transformative changes and no business manager can afford to neglect that level of sales growth in today's economy.

Their approach breaks down the essential components of Customer Service into logical categories from exploring the different types of customer loyalty to what transforms a service into an “extra”. It also uses conceptual models such as the military’s DEFCON system to illustrate activation and readiness as a template to train managers and staff to have the right attitude and process to resolve ANY customer’s problem. Finally, it helps managers develop a culture of “Interest and Care” to both enable customers to find information on their own and empower staff to create a personal and positive customer service experience with an end result focused on customer loyalty, a huge competitor advantage when nearly all product pricing is transparent on the web! The DANGEROUS guides also feature exercises and real-life examples on how these strategies have transformed organizations which have used Impact Innovation as corporate consultants.