Service Failure

Customer service goals have been articulated, messages drilled, and incentive programs created. But many employees still deliver lackluster service. What does it take to get them functioning as stellar frontline representatives of the company?Rather than offering another set of tactics for improving customer service, this book takes a novel approach by rooting out the real reasons employees aren't delivering the service they should. The results can be both surprising and illuminating, such as:

Company culture doesn't always support service excellence

Over-emphasis on cost reduction often increases the cost of service

Employees are torn between doing the right thing for the customer and following policy

Poor products and services can make helping the customer nearly impossible