Service Quality

Today’s customers are a hard bunch to crack. Time-strapped, screen-addicted, value-savvy, and socially engaged, their expectations are tougher than ever for a business to keep up with. They are empowered like never before and expect businesses to respect that sense of empowerment —lashing out at those that don’t. Take heart: Old-fashioned customer service is what you need to build the kind loyal customer base that allows you to survive—and thrive. This book spells out strategies for success.