Have you noticed the difference in how you feel getting customer service from someone who is terrific to talk to versus the “help” you receive from people just “going through the motions”? Or worse, by someone whose attitude seems awful?
What was it about the first person? What did they do?
That’s the subject of The Little Customer Service Handbook. With more than 30 years of direct customer service experience in both corporate America and as a business owner, author Rick Grassi has condensed decades of experience into a slim volume full of simple and essential guidelines for superior customer service. This book is aimed at anyone who manages employees or has contact with customers. Its powerful principles apply equally to a storefront with employees or a corporate customer service center with thousands of employees.
Don’t let the “Little” fool you. This book gives you 28 basic concepts on how to successfully work with customers. If you interact with customers or have staff that do, this is a mustread. Practical application, stemming from actual experience and successful actions in the real world. Great examples all throughout. This would make a great checklist to measure your daily actions against in the customer service world, or a great tool to correct and improve customer service staff performance. You could take one each day and focus on it until you had them all in. Then start over to improve.
Thanks Rick.
Great book! It was a fun, quick, easy read. “The Little Customer Service Book” by Rick Grassi should be required reading for all business owners and employees. Full of wonderful, straight forward advice and tips, this book could help EVERY business succeed in customer service and avoid unintended costly mistakes.
I loved this guide. It is short, straight to the point, and is at a level of understanding that everybody can get. I think the points can relate to any job level and type of customer service. This customer service guide is simple and effective. Put the points into practice and you’ll receive positive results!
The Little Customer Service Book is a great, quick read that effectively outlines many of the stumbling blocks to superior customer service. I would recommend it to everyone dealing with the public.
Having managed sales teams for the last 20 years and being exposed to customer service professionals on a daily basis, I have no doubt the application of this book’s helpful tips will help any organization improve customer satisfaction. Happy clients are repeat clients and future referrals!
This book has everything you really need to know about customer service! It’s the definition of “KISS,” easy to read with real-life examples. The artwork is hilarious and paired extremely well with the stories in the book. Once I picked it up, I couldn’t stop until I finished it!
The rules in each chapter are simple and clear, and easy to relate to working with and satisfying customers. Every manager should use The Little Customer Service Book and have their employees study it. If you’re in customer service, it’s an absolute must! I wish I had this when I got my first customer service job.
This is a VERY impressive book!
If you take an honest look at life, you’ll find that the world revolves around customer service — good or bad. Grassi’s ‘The Little Customer Service Book’ is not only essential for staff, it’s an awesome guide for anyone who wants to be successful in life.
As I read, I felt as if I was sitting across from Rick, listening to him going over points from his policy book. Every section reminded me of a story from all my years at Valencia Laser Blast. It’s a simple, straight-to-the-point customer service handbook that you can reference easily, until you know it, cold! This is how you do it! Working in a customer-based industry such as real estate, these simple points help me stand out from most. I enjoyed the book so much! It really is a peck on the cheek to customer service!
‘The Little Customer Service Book’ is a refreshing read for anyone in customer service. It will provide knowledge for new hires that would otherwise have to be earned through years of experience, and it also serves as a helpful refresher for those with more experience.
I really enjoyed The Little Customer Service Book. Concise and practical with great insight about serving people effectively.
I loved this Customer Service Guide! I am in the healthcare industry and service is what we are all about. It is so important to always put our patients needs first. I feel like common sense is just not common anymore. This guide is so spot on, and written in a way that anyone can pick up vital tips to up their game quickly and easily. It is a great employee training guide, and could really help someone become a very valuable employee. I give it 5 stars!
Rick Grassi
For over twenty years, Rick was the lead sales manager for a large software company and a top salesmen year after year, focusing on Fortune 100 accounts.
He went on to open his own highly rated laser tag amusement center, Valencia Laser Blast, which operated as a popular party spot in Santa Clarita.
Born in Brooklyn, a resident of greater L.A. for most of his adult life, he and Jennifer celebrated their 20th wedding anniversary in 2020. They have two children, both currently attending college.
Judah Dobin
Judah Dobin is an illustrator with over 20 years of experience working in the entertainment, advertising, and publishing industries. He has worked on many kinds of projects ranging from book covers to music videos. Originally from New York, he currently lives in Southern California with his family. You can see more of his work at www.judahdobin.com.
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