America's Service Meltdown: Restoring Service Excellence in the Age of the Customer
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America's Service Meltdown: Restoring Service Excellence in the Age of the Customer

by Raul Pupo
     
 

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In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.

• Includes case studies and vivid, firsthand experiences and anecdotes

• Presents chapters modularly organized into subtopics for easy reading

Overview

In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back.

• Includes case studies and vivid, firsthand experiences and anecdotes

• Presents chapters modularly organized into subtopics for easy reading

Editorial Reviews

From the Publisher

"America's Service Meltdown identifies the problem areas, and then provides great detail on fixing the issues, from leadership, to hiring, providing more power to frontline employees, to accounting, to communication; a broad spectrum of business is considered. . . . There's a lot here to contemplate, and I hope you'll do that with this book as a guide." - 800 CEO Read

"Pupo offers a thoughtful perspective and first-hand knowledge of how to organize the modern enterprise for delivery of excellent service. Valuable road map for executives and business students." - Booklist

"Professors who teach customer service, marketing, and strategic planning courses will find the concepts and strategies presented here helpful in organizing their courses. Pupo's credibility from experience as an entrepreneur and consultant adds to the well-researched, timely information he presents. … Recommended. Graduate students, researchers, faculty, and practitioners." - Choice

Product Details

ISBN-13:
9780313386022
Publisher:
ABC-CLIO, Incorporated
Publication date:
06/30/2010
Pages:
167
Product dimensions:
6.10(w) x 9.30(h) x 0.80(d)

What People are saying about this

Steve Forbes

"Raul Pupo hits upon the central truth of free enterprise – you ultimately succeed only by meeting the needs and wants of other people, by providing a product or service that someone is willing to buy. And that, of course, means service. This seemingly simple insight is the core of great leadership. Those who aspire to be leaders should take Pupo's timely book to heart."

Simon C. Fireman

"What distinguishes America's Service Meltdown from countless other books on this subject is its striking originality and applicability to businesses of nearly every type and size. Drawing on his extensive personal and professional experience, Raul Pupo has written a cogent, incisive, and timely description of how to make customer-oriented companies operate more effectively. America's Service Meltdown is so persuasive and valuable that is should be mandatory reading for all executives who want their organization to have that all-important competitive edge."

Rich DeVos

"Raul's new book is a hard-hitting story of our many failures to put the customer first. Thanks for showing us how to do better."

Rich DeVos, Co-founder of Amway, Owner and Chairman of Orlando Magic NBA Basketball Team

Simon C. Fireman

"What distinguishes America's Service Meltdown from countless other books on this subject is its striking originality and applicability to businesses of nearly every type and size. Drawing on his extensive personal and professional experience, Raul Pupo has written a cogent, incisive, and timely description of how to make customer-oriented companies operate more effectively. America's Service Meltdown is so persuasive and valuable that is should be mandatory reading for all executives who want their organization to have that all-important competitive edge."

Simon C. Fireman, Founder, Chairman, and Chief Executive Officer, Aqua-Leisure Industries, Inc. Appointed Director to the Export Import Bank by President Ronald Reagan

Rich DeVos

"Raul's new book is a hard-hitting story of our many failures to put the customer first. Thanks for showing us how to do better."
Steve Forbes

"Raul Pupo hits upon the central truth of free enterprise – you ultimately succeed only by meeting the needs and wants of other people, by providing a product or service that someone is willing to buy. And that, of course, means service. This seemingly simple insight is the core of great leadership. Those who aspire to be leaders should take Pupo's timely book to heart."

Meet the Author

Raul Pupo is an entrepreneur, author, speaker, and consultant in the information technology industry.

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