BAM- Customer Service Done Right- Review

November 7, 2009 · Comments

I started out in customer service. Lots of people passionate about social media have some customer service in their background. That’s why I really got into Barry Moltz’s and Mary Jane Grinstead’s book BAM!: Delivering Customer Service in a Self-Service World (amazon affiliate link). It’s a very readable book, broken into very useful chunks, with a recurring theme of “bust-a-myth,” ergo the BAM! I highly recommend this book if you’ve got something to do with customer service (Terry, I’m looking at YOU!).

**UPDATE: Scroll down for the “making of” video**

Here’s the video review:

Can’t see the video? Click here.

If you want to learn more:

New: Making-Of Video

As almost every comment presumed I was soon to kill every other person on the road, I thought I’d show you how I shot it. Still, was it safe? I’ve probably done safer things than shoot a video while driving, but hopefully, you’ll get a better sense of what I saw and what controls I had while shooting it. If you’re still not pleased, it’s okay. I do lots of things you don’t like. I just don’t usually film them.

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  • OMG! While I appreciate your review - YOU ARE DRIVING A CAR while doing it. Would you do this with your kids in the backseat. Love your talks - but trying to sqeeze 1 more minute into your day by doing a daily while driving is not cool. BTW - I am guessing you were holding the camera at the same time as most people don't have a mounted video device in their car.
  • lizzymagvire
    I would like to come here again. It sounds good to me, and there’s a lot of interesting information here.. Keep posting.
    fit flop
  • modem
    I just love this video but vlogging while driving is little bit scary i think. But i enjoy the video . Thanks for sharing this.

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  • Thanks for sharing the review Chris. It's easy to lose people skills when it seems that you're interacting with a PC or laptop all day. Don't forget to focus on people, not things.
  • seriously- vlogging while driving. please tell me this was a "special effect".
    not cool. not a good example. and not what I want to see other cars engaging in when I'm on 128. its scary enough out there.
  • Thanks for the review. Short, sweet and to the point. Also, love the review while driving. LOL.
  • lol, I came to view the comments just cause I knew this vid would really tick some people off.

    Stick to your guns, I am sure you are smart enough to know when to drive and when to drive/vlog.Anyone who says otherwise is a hypocrite ;)
  • I think your definition of hypocrite might be off there Blake. It's not hypocritical to say 'please don't'! It would only be hypocritical if we were saying 'don't do it' and then went and did it ourselves.
  • Hi Chris.

    Thanks for the review and I will have to check out the book; it sounds like a great read. There is one issue though, I have to agree with so many others, don't do this while driving. I am all for multitasking and such but I have to say it wasn't the greatest idea driving while doing this review.
  • I've ended up doing a blog post about this over at Contently Managed - http://www.contently-managed.com/2009/11/07/the... - and comments are certainly welcome.
  • Chris, good book review and part of me is thinking that you were in a European model car (driver is on the right hand side) - and just giving the impression of driving - but surely good customer service starts with trying not to kill potential people who may buy your product - ie, everyone else on the road.

    I know you're a busy guy, but the review could have waited. After all, was it worth crashing the car and dying/potentially killing others?

    You're a dad, so are others. Try not to deprive any kids of their parents eh?
  • Chris. Wildly dangerous.

    Although from a quick Google search it appears that Mass does not have a distracted driver law you might consider taking down this video and re-recording as not only is this irresponsible and poor role modeling it is potentially incriminating.

    Stay safe. I like you too much to want to see what you look like pasted to the rear end of a school bus.
  • Chris whilst I love your blog I really hope this is a one off. I am seriously against anyone texting or videoing whilst driving. Cheers Andy
  • Freaking love the video -- I was video podcasting while driving for a while, and stopped when I took a lot of flack for it... thinking that I'm going to bring it back as it's the best time for me to put down my thoughts quickly and effectively. The only thing that I'm missing in your post is a link (affiliate or other) directly to the book - if I pick it up, I'd love to know that you're getting the hookup too.

    Thanks for everything that you're doing! Keep it up!!
  • Driving while videotaping. Highly dangerous. At least that's what I always read in my video comments.
  • donnaamos
    You seemed to be paying as much attention to the road as most do when they drive. Not that I would recommend that. Look forward to reading the book. I would love to see businesses become focused on the customer/client.
  • jimmcdannald
    Love your blog and the book. But for your safety and others, please keep your focus on the road when driving.
  • Chris, thanks for the review but I hope that by review AND driving you don't get into another kind of BAM!
  • Thanks for the review Chris... will have to check that book out!

    On another note... how safe is filming video and driving? LOL Everyone has their panties in a bunch with texting and driving... you got to be careful my friend!

    Doc
  • jnewman0001
    Hi, Saundra here! This is a good business network. I need to know more business oreinted blogs. My blog is<a href http://quickpageranking .com> Page Ranking, and I have more questions than answers. I'd like to do a post about customer service and also telemarketing.
  • Thanks for the book review. I can't believe that you were driving while doing that. Don't you know that you're an example to millions of young drivers. What kind of role model are you being? LOL
  • Ok, Chris, I like you. I really do. But. Never. Do. That. Again. Period. That is how people get killed on the road! Multi-tasking is a myth!

    Now, that book sounds cool. Thanks for the review.
  • Jenn
    Driving and vlogging = scary!!!
  • margaretegan
    I LOVE that you appear to be driving, not texting while driving, VIDEOING while driving...you ALWAYS crack me up. and Agreed w/ Paul a great way to review a book, long live the video review!
  • This is how to review a book. No notes, no second thoughts. No complicated sentences that leave the reader wondering why the reviewer needs to be so clever. A pure unadulterated positive vibe.

    I want that book now.

    But Jesus Christ, wasn't it edgy!. Clearly a demo at multitasking: review & drive. A driving review.
  • I think it's more idiotic than edgy to be honest.
  • sidburgess
    Lol, I was thinking the same thing. I was spent some of the video just watching the world go by. :)
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