News

18-year old college student and QSR worker publishes customer service guide

Sherron A. Stevens, an 18-year old African American college student from Columbus, Ohio, has authored "Undercover Customer: 100 Ways To Fix Your Broken Customer Service."

March 31, 2015

Sherron A. Stevens, an 18-year old African American college student from Columbus, Ohio, has authored "Undercover Customer: 100 Ways To Fix Your Broken Customer Service," a new guide for employees, managers, executives and CEOs on how to implement exceptional customer service.

In "Undercover Customer", Sherron provides 100 customer service tips from an associate's perspective. Sherron is currently working for Chick-fil-A, but has also worked for Donatos Pizza in the past.

"Most CEOs and corporate executives never deal directly with the customers," he said in a statement. "So how can they know how to properly train their employees?"

In his book, he lists the following four reasons why he says customer service is critical to any business:

#1 - 68% of customers say they won't return to a place of business if they have experienced bad customer service.

#2 - 7 in 10 Americans say that they are willing to spend more money with companies that they believe provide excellent customer service.

#3 - It takes 12 positive experiences to make up for one unresolved negative customer experience.

#4 - It is 6-7 times more expensive to acquire a new customer than it is to keep a current one.

"I wrote 'Undercover Customer' because I wanted to share my expertise on customer service with other associates, managers and corporate executives around the world. But also I want to establish myself as a future leader in the customer service industry," Sherron said. "Right now, I'm in college and I'm still working at the bottom level. But I'm very passionate about customer service, and I would love the opportunity to work in customer service at a higher managerial level and even one day start my own customer service training and evaluation company."