Vivek Mehrotra
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Why My Horse Doesn't Smile?
Why My Horse Doesn't Smile?

Customer service traces back to the old principle 'service before self', and what better way to do it than to have two practicing customer service professionals transfer their experience into practical and easy-to-use concepts.

'Why My Horse Doesn't Smile' will certainly be relevant to students, fresh entrants and industry professionals. In a lucid and free flowing style, the book takes us along the various elements of customer service. The book is written in a simple and communicative style, replete with narrations and with lots of practical examples along the way. Extensive use of proverbs and anecdotes help us reflect and also internalize the central theme.

The first two chapters prepare us for customer service as a career. The next few chapters cover the physical dimensions of customer service. It brings to mind a favorite saying on customer service ? 'The extra smile has no traffic jams.' The book continues to delve upon the role of communication in customer service in the following chapters. The soft skills and capabilities required to perform the role are then elaborated upon in the following chapters. The narration continues course and sums up the challenges and grievances which a customer service professional needs to prepare himself for.

Customer service is a key discipline nurtured through training and close monitoring. It is certainly an area which seeks attention in an increasingly fast-paced environment that we work in.

The book encapsulates Gandhiji's famous reflection on customer service,

"A customer is the most important visitor on our premises, He is not dependent on us, we are dependent on him. He is not an interruption in our work; he is the purpose of it. He is not an outsider in our business; he is part of it. We are not doing him a favor by serving him. He is doing us a favor by giving us an opportunity to do so".

Amit Bed
COO - Bihar
Tata Teleservices Ltd.

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