DAVID RUSH
Writer
About  THE SECRET OF SERVICE

 

 

I ghost-wrote this book for Susan Clarke, a professional motivational-speaker.   Susan does presentations and workshops on the subject of Customer Service for business around the country Her webpage, www.Fun-DamentalsofWork.com  describes her work.

 

We met in 1995 or so, and she asked me to ghost-write a manual she could use both as a framework for her seminars and as something she could sell. 

 

I wrote the text for this book, as well as an interactive exercise book.  The book is now in its third printing.

 

The book is written as a novel.  Susan and her husband are traveling, and are booked for the night at a mythic hotel in St. Louis.  They are both amazed at their experience: they meet the best customer service they’ve ever had!   When they get home, Susan writes to the hotel to compliment them on their great service.  To her surprise, she receives letter from the hotel’s Customer Service office, a woman called “Sam,” who invites Susan to visit and learn from her.  The book is a series of chapters on different elements of service; their titles explain their content:

.            The Customer in the Mirror:  Think about how you'd like to be

              and treat your customers the same;

 

.            Psychology of Winning:  You and the customer are not enemies; if you

             help her have a good experience, you both come out ahead;

 

.            Bridge Over Troubled Water:  What to do with a very angry customer;

 

.            The Smile You Can’t See:  Effective phone manners;

 

.            and so forth.

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