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Title: Very Basic Overview
Review: This book is a very basic overview of the keys to client service. You could just read the chapter titles and you would get about the same amount of information as reading the chapters themselves. Given, the title does say "things you already know", so the author indicates that none of this should be news... but I would have liked to see some more concrete examples of how to put his advice into practice.For example, under the one page "Chapter 10: Make your clients feel at home", the recommendation is have the receptionist greet them and offer them water ... concluding with "Never overlook the importance of making a great first impression." Sure, okay. But what can the client service person DO to make the client feel comfortable? And in this day and age, not all clients are coming to your office, many interactions are via email or phone... what then?
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