Books
- Why Service Stinks...and Exactly What to Do About It!
- Customer Service 201: Managing Your People to Be Their Best
- Breakthrough Customer Service : Best Practices of Leaders in Customer Support
- Successful Service Operations Management with CD-ROM
- Send This Jerk the Bedbug Letter: How Companies, Politicians, and the Mass Media Deal With Complaints and How to Be a More Effective Complainer
- Acquiring, Processing, and Deploying Voice of the Customer
- The Customer Is Usually Wrong!: Contrary to What You'Ve Been Told...What You Know to Be True!
- 1,001 Ways to Keep Customers Coming Back : WOW Ideas That Make Customers Happy and Will Increase Your Bottom Line
- Customer Service Is a Contact Sport
- The Heart of the Sale: Making the Customer's Need to Buy the Key to Successful Selling
- 101 Stupid Things Salespeople Do To Sabotage Success
- Customer Service and the Telephone
- Ask! : The Revolutionary New Guide for Getting Total Customer Satisfaction
- Coaching in the Library: A Management Strategy for Achieving Excellence (Ala Editions)
- Handbook of Key Customer Relationship Management, The: The Definitive Guide to Winning, Managing and Developing Key Account Business
- Call Center Performance Enhancement Using Simulation and Modeling (Customer Access Management)
- Achieving Excellence Through Customer Service
- The Engaged Customer: Using the New Rules of Internet Direct Marketing to Create Profitable Customer Relationships
- The Relational Enterprise: Moving Beyond CRM to Maximize All Your Business Relationships
- Clients for Life: How Great Professionals Develop Breakthrough Relationships
- The One to One Manager : Real-World Lessons in Customer Relationship Management (One to One)
- Customer Service on the Internet
- Beyond Customer Satisfaction to Customer Loyalty: The Key to Greater Profitability (Ama Management Briefing)
- Tele-Stress - Relief For Call Center Stress Syndrome
- Once a Customer Always a Customer: How to Deliver Customer Service That Creates Customers for Life
Average customer rating:
- Not his best work
- A Good Read!
- In case of stinky service, please break glass.
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Why Service Stinks...and Exactly What to Do About It!
T. Scott Gross
Manufacturer: Kaplan Business
ProductGroup: Book
Binding: Paperback
 General
| Business & Investing
| Subjects
| Books
Customer Service
| Industries & Professions
| Business & Investing
| Subjects
| Books
Management
| Management & Leadership
| Business & Investing
| Subjects
| Books
Similar Items:
- Positively Outrageous Service: How to Delight and Astound Your Customers and Win Them for Life
- When Customers Talk... Turn What They Tell You into Sales
- Outrageous!: Unforgettable Service...Guilt-Free Selling
- Positively Outrageous Service
- Microbranding: Build a Powerful Personal Brand and Beat Your Competition
ASIN: 0793176816
Release Date: 2003-11-01 |
Book 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:
• 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.
Customer Reviews:
Not his best work.......2005-08-10
I got the feeling that Mr. Gross wrote this book for the publisher. Don't get me wrong, I love his work. Microbranding is probably the best book on small business branding I've read. Positively Outrageous Service got me to re-think customer service.
However, this book feels as if it was thrown together. It was hard to get motivated or inspired. In fact it took me a couple of months to wade through it.
The title promises "...and exactly what to do about it!" Well, I'm not sure the book delivers on that promise. Sure there are lots of great service suggestions and anecdotes, but exactly what to do about it?
In addition the cover touts "Based on a nationwide survey of service attitudes." Well, this survey is mentioned briefly at the beginning of the book, but I would hardly say the book is based on the survey.
However, Mr. Gross does share lots of useful hints and thought-starters on service. But it is mostly just reminder material. Stuff you say, "oh yeah, that's right" but you may have forgotten.
If you are thinking about reading this book, I would suggest getting Mr. Gross' "Positively Outrageus Service" instead. If you have previously read that book, there is no need to read this one.
A Good Read!.......2004-08-30
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.
In case of stinky service, please break glass........2003-11-28
When I first finished reading "Why Service Stinks", I immediatly started re-reading it. The stories are humorous, and insightful. The message is important. This is a perfect companion to "Good to Great". Mr. Gross is full of great ideas from hiring to keeping the best. I also like the idea that it is not just the employee who is responsible for great service.
I enthusiasticly recommend this book to anyone in a business that meets the public.
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- The Call Center Handbook: The Complete Guide to Starting, Running, and Improving Your Call Center (Call Center Handbook)
- Customer Centered Six Sigma: Linking Customers, Process Improvement, and Financial Results
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- Winning With the Customer from Hell: A Survival Guide (Winning With the . . . from Hell)
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