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Why Service Stinks…

Why Service Stinks… by T. Scott Gross
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US$ 18.95
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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.
Dearborn Trade Publishing; October 2003
240 pages; ISBN 9781597341660
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Title: Why Service Stinks…
Author: T. Scott Gross