Summary of America's Service Meltdown

Restoring Service Excellence in the Age of the Customer

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America's Service Meltdown book summary
Common-sense explanation of why great customer service is good business


7 Overall

8 Applicability

6 Innovation

6 Style


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
  • How excellent service improves profits


Critical Service Factors
Service is not intangible. Service is work done for and on behalf of other people. It’s real and measurable. A 2007 study found that 59% of customers in the United States stop doing business with companies after a bad service experience. The same study found that...
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About the Author

Raul Pupo is an author, consultant and CEO of Technology Infrastructure Solutions, Inc.

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