About Service Failure
Are you endlessly trying to improve your organization's customer service efforts, but getting so-so results? There may be a culprit in your organization that you've never considered.
Service Failure reveals ten hidden obstacles that prevent employees from delivering great service. These unseen problems are frequently overlooked in the rush to launch another quick fix that inevitably fails.
Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees experience every day, Service Failure delivers straightforward solutions. The book's powerful, sometimes counter-intuitive insights can be applied at the organizational, departmental, or even the individual level to help the entire team deliver outstanding customer service.