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Customer Service DNA by Curtis Hill

Friday, June 5, 2015
customer service, Curtis Hill, business, nonfiction

Customer Service DNA: Building Blocks that Drive Customer Loyalty by Curtis Hill is intended to help companies transition from traditional customer service practices to customer service practices that appeal to modern-day consumers.

I have been compensated by Bookplex for an honest review of this book. Also, this post contains affiliate links. I will receive a commission for any items that you purchase when you follow these links.

Curtis Hill outlines his approach to customer service in a clear and concise manner, and uses personal experiences to help readers relate to important points that he makes. Hill has divided the book into clear, easy-to-find sections so that readers can reference them later, and provides summaries of important points at the end of each section.

 There are a few elements in this book that really sets Customer Service DNA apart from other "how-to customer service" books.

First, Hill shares commonly known pitfalls that have prevented companies from excelling in the customer service field and how to avoid them.

Second, Hill provides readers with call-to-action questions at the end of each section. These questions encourage readers to use the "SMART" (Specific, Measurable, Achievable, Realistic, and Timely) goal system to help business owners define their visions, set practices that are relevant to their visions, and implement those practices to achieve their visions.

Third, Hill has laid out the book in such a way that makes it easy for owners to highlight important points in the book to create training programs for employees; which Hill states is an important step in adopting and implementing a customer service vision for a company.

Fourth, Hill avoids using a lot of business jargon that small business owners may not understand. Even if you run an at-home business with a modest storefront on Etsy, you will be able to easily understand the points that Hill makes.

Finally, most books like these are generally huge and expensive. They generally have all sorts of media associated with them, they take forever to read and understand, and I have seen books like these run from $20 and up. It took me about an hour to read each section, and the price won't break your budget if you have to get multiple copies.

Customer Service DNA: Building Blocks that Drive Customer Loyalty by Curtis Hill is an excellent addition to any business owner's library. Curtis Hill makes the book's major points easy to understand and relatable to readers, walks his readers through the process of creating and implementing successful customer service practices, and warns readers about some of the barriers to creating successful customer service policies.

Whether you are a blogger taking steps to monetize your blog, a business owner with a startup on Etsy, or a large business owner; Customer Service DNA: Building Blocks that Drive Customer Loyalty provides a good foundation for you to build on. I will definitely be re-reading this book as I continue my journey in the blogging world.

Customer Service DNA: Building Blocks that Drive Customer Loyalty is friendly for any business owner's budget. For $5.99 can download a copy of the book from Amazon, or you can order the paperback version from Amazon for as little as $9.09.

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Enjoy!