Service Failure: The Real Reasons Employees Struggle With Customer Service and What You Can Do About It

Getting Service Right is a comprehensive guide to improving customer service in any organization.

The book takes a unique approach by identifying the root causes of poor service, rather than simply offering more tactics for improvement.

Through real-life examples and scientific research, the author reveals common obstacles that prevent employees from delivering exceptional service, such as misaligned company culture, overemphasis on cost reduction, and conflicting policies.

The book provides practical solutions to overcome these challenges, including redirecting coaching efforts, revisiting policies and procedures, and clarifying roles and responsibilities.

With the help of this book, organizations can create a service culture that truly supports their customers' needs and expectations.