Service Culture


Using examples from well-known companies, real stories from frontline employees, and the latest scientific research to highlight the challenges customer service employees experience every day, Service Failure delivers straightforward solutions for overcoming these obstacles. From redirecting coaching efforts to revisiting policies and procedures to clarifying roles and responsibilities, the book's powerful, sometimes counterintuitive insights can be applied at the organizational, departmental, or even the individual level to help the entire team deliver outstanding customer service.


This book reveals 10 hidden obstacles that prevent employees from delivering great customer service, including:

  • Overly strict standards that make it hard for employees to adapt to customers' needs
  • Corporate cultures that unwittingly encourage deficient service
  • Ineffective procedures that routinely anger customers and frustrate employees
  • Supervisors who unknowingly encourage employees to focus on tasks at the expense of serving customers
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