Customer service in American life has deteriorated to such a point in recent decades that books about fixing it have become a sub-genre of literature all its own. This is unfortunate, but authors Alice and Clif Holliday take the subject to a new level. They combine anecdotal experiences and practical solutions to show what's wrong and what's right with proper service. The reporting and follow-up learning aspects of this book make it worthwhile for anyone with an interest in improving all types of business services. Well done!- Dave Lieber, The Watchdog columnist, The Dallas Morning News, Oct 2018""You had a reservation for WHAT time?", "Load your own flower pot lady," "Our accountants won't let us do that," "Somebody else will get you napkins," "That isn't my job." We have all heard these and similar responses when we were trying to receive some kind of service in a public establishment. They are all signs of bad service stemming from a very bad attitude toward the basic idea of service - pleasing clients, customers, etc. This book deals with the concept of Great Service - what it is and how to achieve it in any organization - small business, corporation, church club, athletic team, or whatever.We think that there are many service providers (and if 'service provider' does not fit you, what are you being paid for?) who take a personal interest in their customers - hearing their problems, fulfilling their wants, and correcting their problems. The question, then, is what is the difference between the Great Service providers and those that are not so good? What makes a Great Service provider, or are they just born? This book will be devoted to that problem and trying to synthesize the attributes of these positive service providers. We will provide example after example of our personal experiences with a wide range of service providers - some great, some not so great. Out of these examples, we will distill the common traits of the stars and the flops. Some of this distillation will come only from our observation, but many of the examples contain direct interviews with the better service providers to obtain their views of motivation for providing Great Service.
- | Author: Alice Holliday, Clifford Holliday
- | Publisher: Independently published
- | Publication Date: Oct 29, 2018
- | Number of Pages: 183 pages
- | Language: English
- | Binding: Paperback
- | ISBN-10: 1729312888
- | ISBN-13: 9781729312889
