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Rat Bastard Customer Care: Committed to the fix! A story, an analysis, and a model.

( Rat Bastard Customer Care: Committed to the fix!™ published January 2015 by Amanda Grihm, Ed.D/ET (ABD) lays bare some of the root causes of employee and customer dissatisfaction during telephone service calls. According to Grihm, “Rat Bastard Customer Care: Committed to the fix! is a quick read that offers a thorough analysis on many of the problems service-delivery staffs face and customers experience during telephone support calls. Rat Bastard is a story, an analysis, and a model. I see it as Spencer Johnson’s Who Moved My Cheese? meets Stephen R. Covey’s Seven Habits for service-rendering organizations today.”

Rat Bastard Customer Care proposes that there are no innocents in the service delivery chain when customers receive poor service. It suggests everyone - from the customer-facing agent to the executive penning the strategic plan that mandates the service model - is responsible and should be held accountable for delivering excellent customer service. The story uncovers many of the contributors to poor service. The model is a blueprint for service-delivering staffs on how to narrowly focus and deliver excellent service despite facing barriers to completing successful service calls.

Rat Bastard Customer Care is a radical departure from today’s service-delivery staffs’ mantra to establish rapport. According to Grihm, “Customers do not call support to chat or build relationships. Customers call when they have a problem or need information. They expect – and have a right - to reach a skilled professional who is capable of working to resolve their problem.” Grihm further proposes, “The time to build rapport is prior to, or, at the point of sale.”

Rat Bastard Customer Care is not for every company. It is not for companies whose service-delivery staffs are operating at peak performance levels or whose customers are happy with their service. It is for companies whose customers experience long hold times, unintuitive technologies, inadequate support – friendly, attentive but uninformed agents or capable but discourteous agents - and insufficient product documentation. The bottom line for Rat Bastard Customer Care is not to waste the customer’s time with frivolities, but to commit to the fix and resolve his or her problem with as little inconvenience as possible.

Rat Bastard Customer Care: Committed to the fix! is on sale at in print and Kindle formats.

Company Name: Rat Bastard Customer Care: Committed to the fix! Contact Person: Amanda Grihm, Ed.D/ET (ABD) Author Email: Phone: 404.585.0995 (Messages only) Country: United States Website:

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