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Adam Bailine
Adam Bailine is a long-time veteran of the Customer Disservice wars. From an early age, Adam learned the art of resolving customer-related issues through assertive-yet-friendly tactics. After many years of watching a decline in customer service standards, Adam knew that something needed to be done to help remedy the current state of Customer Disservice. After a few conversations with Michael, the two authors formulated the backbone to their Customer Disservice methodology and worked hard to get the word out on the street.
Adam’s professional background revolves around advertising and marketing. After graduating from Temple University with a B.A. in Communications, Adam dove headfirst into advertising as an art director and copywriter. Soon after, he became a Creative Director and had the opportunity to work with clients in industries such as: retail, pharmaceutical, healthcare, and business-to-business. All of this exposure to the service industry opened Adam’s eyes to the fact that bad customer service can make all the difference in closing the sale.
When he’s not battling the evils of Customer Disservice, Adam works as a Creative Director in advertising and as an adjunct professor for the Department of Advertising at Temple University.
Michael Dall
Michael Dall has been fighting the Customer Disservice fight for well over a decade. After encountering firsthand, as well as through others in need, a variety of Customer Disservice issues, he joined forces with Adam to light the creative spark for this book.
Michael grew up working in a small, family-owned chain of pharmacies outside of Philadelphia, Pennsylvania. He held many different positions at the chain’s flagship store while in high school, and during semester breaks from the Kelley School of Business at Indiana University, where he graduated with a B.S. in Marketing. Upon graduation, Michael worked for a private label brokerage and aided a major supermarket chain in Central and Northeastern Pennsylvania by servicing all aspects of the chain’s private label program. Michael then returned to his family business and managed the largest pharmacy for over three years, where he helped differentiate his store from others through exceptional customer service. Michael then earned his MBA in Finance, during which time he interned for one of the largest nationwide retail pharmacy chains. After receiving his MBA, Michael served as a manager in a large consulting company’s retail Customer Relationship Management division for 3 years. In this position, Michael had the opportunity to consult with a wide array of Fortune 500 retailers.
When he’s not on the Customer Disservice battlegrounds, Michael works as the Corporate Planning Manager for a large convenience store chain in the mid-Atlantic region, which specializes in its customer service.
Talk to the authors.
We receive many requests for speaking engagements. If you’re interested in having Michael and Adam speak at your company, or to schedule an interview or appearance, please send your request to: publisher@lastchapterfirst.com. Or you may write to: Last Chapter First, PO Box 672, Plymouth Meeting, PA 19462, ATTN: MEDIA REQUESTS
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