Service America in the New Economy

Good news for business leaders: The authors of the original "Service America!" have revisited modern customer relations and devised some notable customer service lessons to share. For example, try giving customers actual service, as opposed to a dial-by-number recording. The authors (rightly) question the understanding many companies have of quality customer service. The common sense approach is stressed here. First define exactly what components are needed for quality service in your industry. If your business is a brokerage, quality service means developing strong portfolios for your customers. Quality service in a hospital begins by building trust with your patients. The book points out that service can be improved by simply understanding the essence of your business. It also stresses an oft-forgotten element of service—knowing when to say "We're sorry."