Fresh Customer Service®
Fresh Customer Service® Book
Michael D. Brown, MBA
It goes against all you were taught in business school and many of the books you've read and it's the key to turning customers into loyal customers. Not only will they faithfully return to you, they will become brand ambassadors who spread the word about your products and services far and wide. Fresh Customer Service proves that if you treat your employees with respect and kindness, if you motivate and equip them with the tools they need to do their job, and treat them like they are #1, they, in turn, will unleash a passion to serve your customers like they have never been treated before. Your employees will offer a world-class customer service experience to everyone who enters your place of business.
Solution: 52 Customer Service Tips!
The Author, Michael D. Brown, MBA
As a successful professional speaker, coach, and consultant, Michael D. Brown ws upon his own life experiences and his highly successful corporate career to deliver unprecedented results that enhance the bottom line. Michael has a BBA in Management from Jackson State University, holds an MBA in Global Management, and earned the honors of summa cum laude graduate.
With 15 years of technical and functional leadership experience, Michael delivers his message on Fresh Customer Service® through keynotes, seminars, workshops, and executive retreats.
Fresh Praise for Fresh Customer Service
"This book will transform your
customer service experience. If you want first class
results then you need to read this book."
Willie Jolley, CSP, CPAE
America's Leading Motivational Speaker-Singer-Author
Author of It Only takes a minute to change your life
"A "must read" for any front line
manger. Michael Brown provides great clarity into why
it is important to treat the employee as #1. His
insight is truly refreshing but also spot on."
Ian D. Bishop, ChFC CMFC
Branch Manger, Ameriprise Financial (An American Express Company)
"Michael Brown's new book, Fresh
Customer Service, outlines a brilliant, hands-on
approach for customer service. All industries should be
looking at these fresh breakthrough concepts."
Author of The Zig Ziglar Difference
"So many have written on this
topic and said pretty much the same, but Michael D.
Brown has actually found a new and practical approach
to this well traveled topic."
Jim Cathcart, author of Relationship Selling, the eight competencies of top sales producers
"This book takes you along the
path of not just thinking outside the box, but throwing
the box outside the window. This is a new breed of
customer service as you've never seen it
President, High Point University
Chairman, Great Harvest Bread Co.
"Empowering employees to provide
world-class customer service is a sure-fire way to
accelerate your success. This book is packed with
powerful recipes to produce top results!"
Tony Jeary, author of over 35 books, including Life is a Series of Presentations
Coach to the World's Top CEO's
"In Fresh Customer Service,
Michael D. Brown has given us a valuable “tool kit”
which is theoretically grounded, yet simple and
practical enough that my managers can use it on a daily
basis. This book is must reading for those who
supervise tough customer relations areas on campuses
like admissions, records and financial aid."
Dr. James E. Lyons, Sr
Secretary of Higher Education, State of Maryland
Past President, California State University, Dominquez Hills
"It certainly is a "fresh" and
detailed approach to obtaining customer
Cathy Hughes, Founder and Chairperson
Radio One, Inc
"If you depend on customers for
revenue, you must read this book. Fresh Customer
Service will transform the way you treat your
employees, which will transform the way your employees
treat your customers, which will transform your bottom
Dr. Tony Alessandra
Author of The Platinum Rule and Charisma
"Michael D. Brown’s 6.5 Fresh
Steps for delivering a world class customer service
experience are truly fresh and right on! It’s a salad
bar of fresh ideas for enhancing that most important
experience… that experience the customer has with you
and your business ."
Sam Allman, Speaker, Consultant, and Entrepreneur
Author of Heart and Mind Selling: The New Secret to Closing the Sale and Winning the Customer for Life
"Fresh Customer Service is a
wonderful resource that helps managers and leaders
change their priorities to keep business booming. I
would recommend it to anyone who works with a staff
Calvin Mackie, Ph.D.
Author of A View from the Roof—Lessons for Life & Business
"Until reading Michael D. Brown’s
Fresh Customer Service I had no idea how much placing
the customer ahead of the employees was damaging the
bottom line. I am confident that if businesses adopt
Michael’s strategies, profits, customer loyalty, and
workplace morale will all increase
John Napolitano CPA, CFP, PFF
Chairman and CEO of US Wealth Management, LLC
"Michael’s concepts are real and
the results are proven everyday in top companies across
America. Michael’s 6.5 Fresh Steps put the focus where
it should be—on the employee!"
President, Touchpoint Associates
The customer is number one is the mantra of good business, so why do so many feel like number two, or three? Author Michael Brown, drawing on his background as both a front-of-the-store employee as well as an MBA-trained and Fortune 100 consultant, says that the reason so many companies struggle with keeping the customer satisfied is that they are misplacing their efforts. By focusing on the needs of the customer, they are disempowering the employee, which can easily become a recipe for disaster.
For example, Brown documents an experience at a regional coffee bar. Although the line of customers snaked out the door and onto the sidewalk, one of the employees took time out to clean the front glass and dust the display shelves. When questioned, the well-meaning employee explained that company policy required them to clean every hour, regardless of how many customers were waiting for service. Instead of specifying an arbitrary clean-every-hour task, asserts Brown, this company would have been far better served to empower the frontline employees.
The young workers priorities were convoluted, he writes. She did not feel empowered to hold off on the cleaning, even though it was rush hour, nor did she understand the consequences her decision to clean rather than to serve had on the overall customer experience. Customer service became the casualty of a clean shelf. Using Smart Tasking, said company would have set priorities for each employee task, and fully explained the reasoning behind each. Employees must understand, Brown insists, how each task relates to the company s overall goal hopefully, to provide world-class customer service. Brown makes a compelling case for both customers and service employees everywhere: happy employees provide better service, and better service equals happy customers.
--Vicki Gervickas - ForeWord Magazine