Summary of America's Service Meltdown
Restoring Service Excellence in the Age of the Customer
Common-sense explanation of why great customer service is good business
Treating customers right is an established business maxim. Oddly, few businesses really abide by it. Raul Pupo brings his insights and firsthand accounts to this readable, informative book about how all businesses can enhance customer service, which simply is good business and applied common sense. But most businesses fall victim to Industrial Age thinking, myopic leadership, bad strategic planning and inertia. While Pupo does not present any breakthrough concepts, he provides great examples and makes clear points about how to implement customer-friendly service. getAbstract recommends his rundown on “critical service factors” to suppliers who want to build or revamp their businesses to be more customer-centric.
In this summary, you will learn
- How to deliver exceptional service,
- What are the “critical service factors” that benefit customers and
- How excellent service improves profits.
Comment on this summary
Customers who read this summary also read
Ben Reason et al.
Clayton M. Christensen et al.