Why Service Stinks ... and Exactly What to Do About It
Author: T. Scott Gross
Kaplan, 2004
- What were They Thinking?
- When Customers Talk
- Think like a Customer
- The Four Elements of Customer Service
- Influences on the Service Environment
- Dive into the Labor Pool
- POS and Service Naturals
- Nature or Nurture?
- The Research
- How to Hire Performers
- What Great Leaders Do!
- Sell the Dream
- Removing Obstacles
- What Makes Work Worthwhile
- Loyalty, Anyone?
- Customer Retention
- Service Recovery
- Buypsy: How Smart Servers Mess with Your Mind