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Reviewed by Jack Magnus for Readers' Favorite
Crimes of a Missed Demeanor: The Delicate Art of Effective Customer Service is a nonfiction business/finance book written by Josh Soule. The author, an MBA and business owner, has made an art and science of customer service and knows first-hand how vitally important it is to building a thriving business. While the examples and recommendations given in the book refer to retail business, Soule explains that they are relevant to any field regardless of one’s status as owner, manager, or employee. Soule also runs a customer service workshop which he recommends in conjunction with the text.
Josh Soule starts with the basics and stresses how easily the offputting question, “Can I help you?” can be transformed into a dialog with a prospective customer, which can change that initial interaction into having an active part in the customer’s decision-making process. As I read this beginning chapter, I began to recall how that classic sales technique had always made me less likely to engage with the speaker, and I found his alternative suggestions intriguing and having the potential to turn a mildly interested visitor into a prospective buyer. I was impressed by Soule’s ability to see each aspect of the business experience as important, even to the cleanliness of the floors. His advice on dealing with abusive customers is refreshing and quite helpful. Crimes of a Missed Demeanor: The Delicate Art of Effective Customer Service is a brief text, but one that is filled with essential and note-worthy tweaks that can change your attitude towards your business and make it thrive. It’s highly recommended.