As someone who has been in the customer service industry for a decade, I was naturally drawn to this title. I mean we all know “something” about handling a difficult customer. However, what could be a method to this, is there any? These were some of the questions that have been lingering in my mind. The book starts with examples of some “one-star” reviews on sites such as yelp, trip advisor and steadily feeds into this pattern by offering how these were handled by the respective companies. It gives us a healthy contrast on both sides i.e a good example and where an offered support went wrong!
I thought that would be it, I was wrong. It goes on to study and classify the mentality of a “hater”, how they perceive and voice their feelings. The Hatrix survey is the centerpiece of this book- offering a distinct classification of onstage/offstage haters and their expectations. The book offers several nuggets of information that are re-assuring if you have been in the service industry. Alternatively, you will end up knowing a lot about how you should treat your “haters”, which is a broader and practical sense is not very evident to us, otherwise.
Further, it talks about a playbook concept to handle each stream of “haters” and nicely finishes by offering a summary of all chapters for ready reference.
If you are someone in the customer service industry, do read this. A must-read, if you are offering services at a senior level. The language and the flow of context in this book are beyond awesome. I will consider buying a personal copy.