Smile: Sell More with Amazing Customer Service. The Essential 60-Minute Crash Course

I really like how Kirt breaks it all down into simple language. If you are a sales person or own your own business then this book is a must. After each chapter you can utilize the key points right away. The customer is king may still be true but today people want an experience, a reason to buy. You can use the phrases like a script especially when engaging your customer or if selling is not ingrained In your DNA. This book is a working tool for any sales person or business owner. What a GEM.

I am a multi-unit retail manager and have been in customer service management for over 25 years. I'm impressed with how deftly "Smile" teaches everything that is missing from most customer service experiences these days. Manecke returns to the good old days of making a profit by treating customers with respect and friendliness. I want to buy copies of this book to carry around and hand out to all the rude and dispassionate sales people I run into every day! And then I'd like to give it to the small business owners that haven't trained their staff to represent them well. If you want to help your staff help customers want to spend money in your store, BUY THIS BOOK!

Too basic with little nuggets of good info. Maybe good for a novice but a snoozer for people more experienced in sales and customer service...

Very concise but useful. Applies to all kinds of industry. Its great that it is complementary with a training manual for staff

Covers a lot in a few pages. Over the top customer service isn't complicated - it just takes commitment - and this book does a great job of putting the concepts in words everyone can grasp.

Easy to read, direct and to point with practical advice on customer service. It was worth the $10.00, I paid this book.

Great book and is a quick read. It covers a lot of the basics that are overlooked. I highly recommend it.

SMILE: Sell More with Amazing Customer Service is a perfect read for anybody considering a career that involves customer service in any way.That means most jobs. It will also help you if you're already in such a job and you want to improve your customer service skills.What I liked about this book is that it is comprehensive. It covers every conceivable customer service scenario you can think of. It is easy to read and it is a quick read. I particularly like the quotes at the end of each section. Of course just reading the book won't improve your customer service but if you actually implement what you read here you will be streets ahead of most others in similar roles.The only advice I disagree with is saying "I'm sorry" by default when dealing with a problem or complaint. In my experience, these words have become redundant because they are said too often without being sincere. Also, these words put the focus on you instead of the customer. After listening to the customer you are better off demonstrating you are sorry by firstly making a statement that communicates you understand how the matter is making them feel. An example might be, "Nobody likes to feel they have been ripped off Mary. I would be angry about this too so I am going to look after this matter right now for you." This demonstrates you are sorry about the situation without using words that mean nothing. This way it sounds like you will actually do something about it.This does not mean you shouldn't ever say you're sorry. Sometimes it's not always the supplier's fault so don't say you're sorry in cases like this, rather empathise with how the customer feels and find a solution that keeps them happy. In cases where the supplier is to blame I still recommend going down my suggested approach but at some point it may be necessary for you to communicate responsibility. You can still do this without using those words, For example, "I can see we have messed up here Mary and I'm going to take care of this right now."As someone who has had extensive customer servicer experience and trained others in this area, I can definitely recommend this book. Apart from the above, this is a real little gem that will help you to become a customer service star if you apply what you read.Please note I was provided with a complimentary copy of this book, through Reading Deals, so I could give an honest review.

Bought after it was recommended at a works training day. Found it easy to read and not too long. It was clear after I read it that that training session was inspired by the principles in the book. I read it then found it much later and reread it to refresh. Simple but effective ideas. I worked in retail luxury skincare at the time and it was mostly relevant to my job.

Brilliant read