T. Scott Gross, «Why Service Stinks...and Exactly What to Do About It!» (Repost)

Description

“ Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices. Author, T. Scott Gross profiles superb server-customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily remedied. With wit and authority, Gross shows how managers in any business can improve their customer's experience and encourage repeat business. T. Scott Gross is known as one of the giants in customer service. He is a tireless and celebrated speaker on the topic, with a client roster studded with the biggest businesses in the country. His inside knowledge of these companies, access to top service leaders, and commonsense approach will hit the mark with readers.



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