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Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback
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Pay Attention!: How to Listen, Respond, and Profit from Customer Feedback

3.67  ·  Rating Details ·  6 Ratings  ·  3 Reviews
Make customer feedback work for your business.

Customers are speaking loud and clear through a miriad of mediums. Evidence shows that customers will no longer stand for the hurried and complacent service that has become the norm. They are looking for a positive, memorable experience. Organizations that provide that level of service will earn their loyalty. Customers base th
...more
Hardcover, 205 pages
Published May 24th 2010 by John Wiley & Sons (first published April 15th 2010)
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Community Reviews

(showing 1-14)
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Kara
Jul 21, 2012 Kara rated it really liked it
Recommends it for: small businesses
For the most part, this is a great customer service reference.

Pros:

-customer response tactics presented in a understandable, helpful way (the RATER system, etc)
-references to actual market research studies
-tips on hiring quality reps
-examples of solutions from real companies with superior CS ratings

Cons:

-some "duh" statements like "check Facebook and Twitter" (yes, thank you.)
-repetitious advice (okay, okay! I'll look for feedback online!)
-seemed to be geared towards small, physical businesses,
...more
Christina
Nov 04, 2010 Christina rated it it was ok  ·  review of another edition
Shelves: ebook, read-in-2010
I think that there are a few companies out there that I've done business with in the last few months who would really benefit from reading this book (Adobe and Alloy.com). To me, it seems like common sense, but it really isn't. Why would a company only offer email contacting? Or make you pay for shipping for an item that you are returning? Because they haven't thought it through and haven't read this book.
Kara
Jul 21, 2012 Kara rated it really liked it
Recommends it for: small businesses
Shelves: nonfiction
For the most part, this is a great customer service reference.

Pros:

-customer response tactics presented in a understandable, helpful way (the RATER system, etc)
-references to actual market research studies
-tips on hiring quality reps
-examples of solutions from real companies with superior CS ratings

Cons:

-some "duh" statements like "check Facebook and Twitter" (yes, thank you.)
-repetitious advice (okay, okay! I'll look for feedback online!)
-seemed to be geared towards small, physical businesses,
...more
John
John rated it really liked it
Jan 27, 2015
Julie
Julie rated it it was amazing
Jan 05, 2013
Flora
Flora rated it liked it
Aug 16, 2012
Darlene Grant
Darlene Grant marked it as to-read
Apr 03, 2011
PurplyCookie
PurplyCookie marked it as to-read
Mar 29, 2012
Nokhuakwan Saravasee
Nokhuakwan Saravasee marked it as to-read
Aug 11, 2012
Kari Metzger
Kari Metzger marked it as to-read
Dec 15, 2014
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