Cover image for Why service stinks-- and exactly what to do about it!
Why service stinks-- and exactly what to do about it!
Gross, T. Scott.
Personal Author:
Publication Information:
Chicago : Dearborn Trade Publishing, [2004]

Physical Description:
ix, 229 pages ; 23 cm
Subject Term:
Format :


Call Number
Material Type
Home Location
Item Holds
HF5415.5 .W763 2004 Adult Non-Fiction Non-Fiction Area

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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 upgrade their overall service attitude and standard practices. 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. 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; and lessons from the masters - how Crate & Barrel, Container Store and other service leaders do what they do so well. statistical analysis. Gross's revered sense of humour comes blazing through the data with anecdotal highlights that put the subject of customer service into perspective.

Author Notes

T. Scott Gross is a consumer advocate Funny as well as insightful, he has authored eight previous books

Table of Contents

Prefacep. vii
Acknowledgmentsp. ix
Part 1 It's All About the Team
1. What Were They Thinking?p. 3
2. When Customers Talkp. 10
3. Think Like a Customerp. 14
4. The Four Elements of Customer Servicep. 21
5. Influences on the Service Environmentp. 28
6. Dive into the Labor Poolp. 36
7. POS and Service Naturalsp. 45
Part 2 Personality Theming--The Research and Methodology
8. Nature or Nurture?p. 59
9. The Researchp. 63
10. How to Hire Performersp. 78
Part 3 It's All About the Boss
11. What Great Leaders Do!p. 113
12. Sell the Dreamp. 126
13. Removing Obstaclesp. 144
14. What Makes Work Worthwhilep. 155
Part 4 It's All About the Customer
15. Loyalty, Anyone?p. 165
16. Customer Retentionp. 178
17. Service Recoveryp. 189
18. BuyPsy: How Smart Servers Mess with Your Mindp. 198
Epiloguep. 218
Appendix Buns's Barbeque Ribsp. 221
Indexp. 223
About the Authorp. 229