Why Service Stinks: ...and Exactly What to Do about It!

By T. Scott Gross

Packed with carefully validated research and engaging examples of best and worst practices, this text is a one-stop customer service guidebook. Managers and service providers should learn how to... This description may be from another edition of this product.

• Format: Paperback
• Language: English
• ISBN: 0793176816
• ISBN13: 9780793176816
• Release Date: November 2003
• Publisher: Dearborn Trade
• Length: 229 Pages
• Weight: 0.75 lbs.
• Dimensions: 0.6" x 6.0" x 9.0"

Customer Reviews

Why Service Stinks...and Exactly What to Do About It! by T. Scott Gross

This is an excellent book. We are in a day and time that begs the question, what happened to Customer Service? This book is right on the mark with the answers. Thank you,

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.