America's Service Meltdown: Restoring Service Excellence in the Age of the Customer

By Raul Pupo

What distinguishes "America's Service Meltdown: Restoring Service Excellence in the Age of the Customer" is its striking originality and applicability to businesses of nearly every type and size. Based on the author's extensive personal and professional experience, the book offers a straightforward, no nonsense model that clearly explains how to organize the modern enterprise for the delivery of service excellence.

Customer-oriented companies can operate more effectively, Raul Pupo argues, by focusing on the critical success factors of service: leadership that unequivocally believes they are in business to serve the customer; a business-planning process centered around the customer; an organizational ethic of service up and down the ranks; and an empowered, motivated, and competent frontline organization. Readers will discover what it takes to serve customers superbly, how excellent customer service profoundly improves profitability, and how to identify the biggest obstacles to good service. Most importantly, they will be rewarded with concrete instructions that will enable them to deliver topnotch customer service every step of the way.


NEWS & OPINION: Service Meltdown

Posted August 13, 2010, 6:33 PM with category of Management & Workplace Culture
In a recent conversation with author Raul Pupo, I described my surprise that there were no local customer service classes, workshops, events, or otherwise to take part in. "That's no surprise," said Raul. He believes the disconnect begins with education, and permeates business. Read more


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About the Hardcover

Publisher Praeger Publishers
Publish date 06/16/2010
Pages 167
ISBN-13 9780313386022
ISBN-10 0313386021
Language English