Why Service Stinks...and Exactly What to Do About It!

Overview

Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices.

Author, T. Scott Gross profiles superb server-customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily ...

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Overview

Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices.

Author, T. Scott Gross profiles superb server-customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily remedied. With wit and authority, Gross shows how managers in any business can improve their customer's experience and encourage repeat business.

T. Scott Gross is known as one of the giants in customer service. He is a tireless and celebrated speaker on the topic, with a client roster studded with the biggest businesses in the country. His inside knowledge of these companies, access to top service leaders, and commonsense approach will hit the mark with readers.

Features of Why Service Stinks include:

• Simon says-What management can do to inspire outstanding service. 

• How to hire a fantastic server-Ten street-smart questions to ask when interviewing. 

• The influences of consequences-The effects of pay, perks, and benefits on service. 

• Lessons from the masters-How Crate & Barrel, Container Store, and other service leaders do what they do so well.

This may be the first research-oriented book on customer service, with complete statistical analysis, but Gross's revered sense of humor comes blazing through the data with anecdotal highlights that put the subject of customer service into perspective.

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Product Details

  • ISBN-13: 9780793176816
  • Publisher: Kaplan Publishing
  • Publication date: 11/1/2003
  • Edition description: Original
  • Pages: 240
  • Product dimensions: 6.00 (w) x 9.00 (h) x 0.60 (d)

Meet the Author

For information about the author, T. Scott Gross, please visit http://www.tscottgross.com/

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Table of Contents

Preface
Acknowledgments
1 What Were They Thinking? 3
2 When Customers Talk 10
3 Think Like a Customer 14
4 The Four Elements of Customer Service 21
5 Influences on the Service Environment 28
6 Dive into the Labor Pool 36
7 POS and Service Naturals 45
8 Nature or Nurture? 59
9 The Research 63
10 How to Hire Performers 78
11 What Great Leaders Do! 113
12 Sell the Dream 126
13 Removing Obstacles 144
14 What Makes Work Worthwhile 155
15 Loyalty, Anyone? 165
16 Customer Retention 178
17 Service Recovery 189
18 BuyPsy: How Smart Servers Mess with Your Mind 198
Epilogue 218
App Buns's Barbeque Ribs 221
Index 223
About the Author 229
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Sort by: Showing 1 Customer Reviews
  • Anonymous

    Posted August 30, 2004

    A Good Read!

    Today's economy is service-oriented, so why don't more businesses focus on service? Maybe it's too obvious and beneath the scope of managers who focus on 'managing up,' but the fact is that bad service translates into bad business. The way your business treats people should be based upon your understanding of how you would like to be treated. Isn't that just common sense (or the Golden Rule)? Maybe. But author T. Scott Gross offers many other pointers to help service-oriented people in all industries, including those who sell complex products and services. The author's advice and appraisals are based on a national survey of the attitudes that servers, managers and customers hold about service. Though slightly disorganized, the book is written in an entertaining, breezy style, (it even includes a recipe for barbecued ribs). Overall, we think the ideas presented here can enliven and re-vitalize any customer-oriented sales operation. Better yet: these suggestions can improve your bottom line.

    Was this review helpful? Yes  No   Report this review
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