Summary of Why Service Stinks

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Why Service Stinks book summary


6 Overall

9 Applicability

4 Innovation

6 Style


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, getAbstract thinks the ideas presented here can enliven and re-vitalize any customer-oriented sales operation. Better yet: these suggestions can improve your bottom line.

In this summary, you will learn

  • What key elements comprise exceptional customer service;
  • How to identify the right service attitude; and
  • How to train your staff to become exceptional service professionals.

About the Author

T. Scott Gross is a consumer advocate whose client roster includes many Fortune 500 corporations, including Southwest Airlines, FedEx, McDonalds, Sears and Wal-Mart. He is the author of eight other books, including MicroBranding: How to Build a Powerful Personal Brand & Beat Your Competition. This book is a follow-up to Gross's 1994 volume, Positively Outrageous Service.



Defined by Service
Everyone has experienced terrific and horrific customer service. Either can become a defining pivot point in a customer's decision to remain a customer or not. What defines exceptional service? Who are the exceptional people who make it happen?

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