Title: These are innovative?
Product review: I was excited to read this book but was hoping for a lot more. Any suggestions on ideas that are actually new? I felt this book was a bit touchy-feely (which makes me as a customer feel queasy) and not hitting at real issues in customer service communication etc. This book might have had fresh ideas in 1977 but not 1997. Here's some of the ideas I found lacking (too many to list):- sensitivity training- estimate on the high side- make follow-up phone calls- laptop computer presentationI mean am I just cutting edge here? If you haven't heard of this stuff, you shouldn't be in business.I think I got about 5 ideas from this book I hadn't already considered, 2 of which were inspired by reading the book but not really talked about here.
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