Service Failure Workbook

The Service Failure Workbook is designed to help customer service leaders, trainers, and frontline employees implement concepts from the book.

It contains 10 hands-on exercises that each correspond to a specific concept and chapter from the book.

  • Chapter 2: The Circle of Influence
  • Chapter 3: Customer Complaints
  • Chapter 4: Productivity vs. Quality
  • Chapter 5: Find the Iceberg
  • Chapter 6: Road Trip
  • Chapter 7: The 10 and 5 Rule
  • Chapter 8: What's My Job?
  • Chapter 9: Customer Empathy
  • Chapter 10: Attitude Anchors
  • Chapter 11: Customer Lifetime Value