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Why Service Stinks-- And Exactly What to Do About It!

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

Navigating and revolutionizing customer service pitfalls.

If you're frustrated by declining customer service standards and want practical strategies for real improvement, this book is for you. It's a guide that doesn't just lament the issues; it offers actionable insights. Dive into its pages, and you might just become the change-maker in your organization's customer service experience.

Note: While we do our best to ensure the accuracy of cover images, ISBNs may at times be reused for different editions of the same title which may hence appear as a different cover.

Why Service Stinks-- And Exactly What to Do About It!

by T. Scott Gross
Condition guide

Book Condition Guide

Books in Like New Condition

This book may contain very minor cosmetic defects, but it is in pristine condition. There should be no yellowing, no foxing, no water damage, and no annotations of any kind on the cover and the pages. For paperbacks, there should not be any crease marks on the spine. This book is good as new — lucky you!

*Books may be missing bundle media (e.g. CD, e-book code), if included.

Books in Very Good Condition

This book has been used, but it is still in a clean condition. There should be no foxing or annotations of any kind on the inner pages, but a sparse amount may be present on the cover, title pages, or outside edges of the book. There should be no water damage of any kind. For paperbacks, there may be light crease marks on the spine.

*Books may be missing bundle media (e.g. CD, e-book code), if included.

Books in Good Condition

We do our best to ensure the quality of our books, but there is no escaping the wear and tear that comes with time. Slight foxing and some annotations may be present on the pages and the cover. There should be no water damage of any kind. For paperbacks, there may be several crease marks on the spine.

*Books may be missing bundle media (e.g. CD, e-book code), if included.

Books in Well Read Condition

This is a well-read book, which means that the previous owner probably really enjoyed it! The cover and pages may include moderate foxing and annotations, but the text is not obscured and still readable. Moderate cosmetic defects and minor water damage may be present on the edges of the book. For paperbacks, there may be multiple crease marks on the spine.

*Books may be missing bundle media (e.g. CD, e-book code), if included.

 

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ISBN: 9780793176816
Authors: T. Scott Gross
Publisher: Kaplan Publishing
Date of Publication: 2003-11-01
Format: Paperback
Related Collections: Business, Personal Development
Related Topics: Management, Personal Development, Leadership, Business, Personal Development, Leadership
Goodreads rating: 3.67
(rated by 3 readers)

Description

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 what management can do to inspire outstanding service, how to hire a fantastic server with ten street-smart questions to ask when interviewing, the effects of pay, perks, and benefits on service, and lessons from the masters like Crate & Barrel and Container Store. 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.
 

Navigating and revolutionizing customer service pitfalls.

If you're frustrated by declining customer service standards and want practical strategies for real improvement, this book is for you. It's a guide that doesn't just lament the issues; it offers actionable insights. Dive into its pages, and you might just become the change-maker in your organization's customer service experience.

Note: While we do our best to ensure the accuracy of cover images, ISBNs may at times be reused for different editions of the same title which may hence appear as a different cover.