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

(Hardback)

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Description

In this book, an entrepreneur and CEO of a major technology company shares original service concepts that will enable any company to keep customers coming back. 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.

Reviews

America's Service Meltdown identifies the problem areas, and then provides great detail on fixing the issues, from leadership, to hiring, providing more power to frontline employees, to accounting, to communication; a broad spectrum of business is considered. . . . There's a lot here to contemplate, and I hope you'll do that with this book as a guide. * 800 CEO Read *
Pupo offers a thoughtful perspective and first-hand knowledge of how to organize the modern enterprise for delivery of excellent service. Valuable road map for executives and business students. * Booklist *
Professors who teach customer service, marketing, and strategic planning courses will find the concepts and strategies presented here helpful in organizing their courses. Pupo's credibility from experience as an entrepreneur and consultant adds to the well-researched, timely information he presents. Recommended. Graduate students, researchers, faculty, and practitioners. * Choice *

Author Bio

Raul Pupo is an entrepreneur, author, speaker, and consultant in the information technology industry.