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At Your Service: The Faces of Service
Paperback
Series: Business and Planning, Book 2
ISBN13: 9781729312889
Publisher: Independently Published
Published: Oct 29 2018
Pages: 208
Weight: 0.63
Height: 0.44 Width: 6.00 Depth: 9.00
Language: English
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.
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