Getting Service Right: Overcoming the Hidden Obstacles to Outstanding Customer Service

Are you endlessly trying to improve your employees' customer service skills, but getting so-so results? There may be a culprit that you've never considered. Rather than offering another set of customer service tips, takes a novel approach by rooting out the real reasons employees don't consistently deliver the service they should. The results can be both surprising and illuminating, such as: is filled with examples from well-known organizations, real stories from frontline employees, and the latest scientific research. These powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or individual level to help the entire team deliver outstanding customer service. This is a second edition. The first edition of this book was published under the title,