Book Review: YOU CAN'T WIN A FIGHT WITH YOUR CLIENT

YOU CANT WIN A FIGHT WITH YOUR CLIENT

Author: Tom Markert

You Can't Win A Fight With Your Client

ISBN-13:  9780061228551

Topic:  Business & Economics – Customer Service

Format:  Hardcover
Language:  English
Publication Year:  2007

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Review:

Well written with clever rules, 50 in all.  A great reminder that sales prowess, savvy marketing and social media eminence doesn’t matter if you can’t keep your customers happy.   And perfection is not required.  Humans make mistakes, how we deal with them sets great companies apart from the mediocre.

Rule 21 is: Call with No News.  Meaning to say, pick up the phone and say, I am calling to say that I have not forgotten your question or concern and we should have an answer soon.

This book does not break any new ground but puts it all into perspective.  Perfect gift for customer service teams and account managers.

About the Author

Tom Markert is CEO of Ipsos Loyalty Worldwide, a Market Research provider to many Fortune 500 companies and is currently a member of the Board of Directors of State Auto, a publicly traded property and casualty insurer based in Columbus, Ohio. He has held leadership positions at ACNielsen, Citicorp, and Procter & Gamble and has held positions on the board of directors of the Australian professional basketball team the Sydney Kings and the American Chamber of Commerce in New South Wales, Australia. He lives in Connecticut.