I recently finished a book called How to Deal with Difficult Customers: 10 Simple Strategies for Selling to the Stubborn, Obnoxious, and Belligerent
by Dave Anderson. The focus of the book is how to sell to ‘SOB (Stubborn, Obnoxious or Belligerent) Customers but many of his words of wisdom apply to the practice of customer satisfaction. Most customer satisfaction theory revolves around the quality of the product and post sale support. The main point of this book is that customers can become dissatisfied during the selling process and provides techniques on how to prevent the most common problems.

I was recently approached to review a book called Lateral Approach to Managing Projects: Simple Principles for Achieving High Customer Satisfaction and Mutual Profitability by H.W. Sit and Ling Bundgaard. The book is a story about a project manager with a failing project, over budget, late, and complaining customer. The project manager is having trouble figuring out what is going wrong or how to fix it. His manager calls him in and send him to a coach, who takes him through ‘lateral thinking’ to determine what the issues are and how to resolve them.

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