Delighting Customers is…

By Gangagdhar Krishna, 240 pages, Dh75

“Sales heaps but service reaps” is the theme behind Gangadhar Krishna’s book “Delighting Customers is…”. A veteran of the corporate world, Krishna’s book is a collection of 202 illustrations and one liners that seek to lay out the basics of customer service.

The bottom line of the book, and Krishna’s overall thought process, is that customer is king (he refers to the customer in his illustrations as Mr King), and he/she is the centrepiece of existence for a company. Thus, a company’s entire range of activities need to be geared to meet customer demand and address his grievances. The latter is especially important as it is only a satisfied customer who will return to purchase the company’s product again.

While the book gets over-simplistic at times, it gives key insights into the ground rules of customer service and what employees need to do to keep the customer satisfied. Overall, a good reference point for the customer service professional about the dos and don’ts of his sphere of work.

The book is available at book stores across the UAE.

Log on to www.delightingcustomers.com for more details.