At Your Service

"Now, in 2023, we are offering a complete revision to this popular book. New examples, new formatting, better reading. Customer service in American life has deteriorated to such a point in recent… Lue lisää "Now, in 2023, we are offering a complete revision to this popular book. New examples, new formatting, better reading. 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. 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 right with proper service. This book's reporting and follow-up learning aspects make it worthwhile for anyone interested in improving all 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 similar responses when seeking service in a public establishment. They are all signs of lousy service stemming from a nasty 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 many service providers (and if 'service provider' does not fit you, what are you being paid for? ) 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 is devoted to that problem and synthesizes the attributes of these positive service providers. We provide examples of our personal experiences with various service providers - some great, some not. Out of these examples, we distill the common traits of the stars and the flops. Some of this distillation will come only from our observation; in addition, many examples contain direct interviews with the better service providers to obtain their views of motivation for providing Great Service.