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Why Service Stinks

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Why Service Stinks

and Exactly What To Do About It!

Kaplan Publishing,

15 min read
10 take-aways
Audio & text

What's inside?

To build customer satisfaction, first think like a customer. Give the kind of service that would make you stay loyal.

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Editorial Rating

6

Qualities

  • Applicable

Recommendation

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.

Summary

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?

To deliver great service, think of it as a separate and distinct product. Service is the first thing people notice about any company or brand. Unique service can make any business different and distinguished, regardless of size, budget, location or industry.

To develop exceptional service, start thinking about it from a customer's perspective. How were you treated? What did you expect and were your expectations met? Sample your own service and listen to what your service people are saying. Use mystery shoppers (researchers who act like customers) to get objective feedback about your company's service personnel. Learn from the competition. If your employees visit a competitor in the role of customers, they can use their insight into how things work at your firm to make specific comparisons.

Elements of Customer Service

Four elements define the service experience:

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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.

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