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America's Service Meltdown
Book

America's Service Meltdown

Restoring Service Excellence in the Age of the Customer

Raul Pupo
Praeger, 2010

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Editorial Rating

7

Qualities

  • Applicable

Recommendation

Treating customers right is an established business maxim. Oddly, few businesses really abide by it. Raul Pupo brings his insights and firsthand accounts to this readable, informative book about how all businesses can enhance customer service, which simply is good business and applied common sense. But most businesses fall victim to Industrial Age thinking, myopic leadership, bad strategic planning and inertia. While Pupo does not present any breakthrough concepts, he provides great examples and makes clear points about how to implement customer-friendly service. getAbstract recommends his rundown on “critical service factors” to suppliers who want to build or revamp their businesses to be more customer-centric.

Take-Aways

  • In today’s market, customers have more power and demand personalized service.
  • Service is work that is done for and on behalf of other people.
  • Leaders who commit to customer service inspire improved employee performance.

About the Author

Raul Pupo is an author, consultant and CEO of Technology Infrastructure Solutions, Inc.

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