Why Service Stinks ... and Exactly What to Do About It

Author: T. Scott Gross
Kaplan, 2004

  1. What were They Thinking?
  2. When Customers Talk
  3. Think like a Customer
  4. The Four Elements of Customer Service
  5. Influences on the Service Environment
  6. Dive into the Labor Pool
  7. POS and Service Naturals
  8. Nature or Nurture?
  9. The Research
  10. How to Hire Performers
  11. What Great Leaders Do!
  12. Sell the Dream
  13. Removing Obstacles
  14. What Makes Work Worthwhile
  15. Loyalty, Anyone?
  16. Customer Retention
  17. Service Recovery
  18. Buypsy: How Smart Servers Mess with Your Mind