Why Service Stinks...
...& Exactly What to Do about It!
Why is service so bad…and getting worse?
Who is responsible and exactly what needs to be done to make it better?
Those are the questions we set out to answer -- and we did! We were scientific. We used the latest psychological instruments to survey bosses and servicepersons of all stripes.
We were methodical. We included nearly 10,000 very vocal consumers in our research, over a dozen high-profile companies participated, and we used a mountain of back-up data to document our findings.
What did we discover?
The average boss can’t identify great servicepersons -- before or after the interview! We have proof! And we can fix the problem! It’s easy once you know how!
You Will Learn:
- Why your poor service persons will never get it right!
- Why the boss is so easily fooled in the interview!
- Why you should hire slowly and fire fast!
- What your team is thinking when they interact with customers
- How to get applicants with a criminal mind to identify themselves—before the hire!
- Which applicants will make the best employee for your organization
- What your customers think is the real cause of poor service
- The best tactic for getting great customer service
And a New Keynote is Born!
T. Scott Gross says Why Service Stinks is the third and final edition to the series, which began with Positively Outrageous Service (a platform classic), and MicroBranding (building powerful, personal brands to beat the competition.) Why Service Stinks brings more great stories, more good fun, and more how-to tips (with the data to prove it!) for making your service the best service in town.
We had a ton of fun finding out Why Service Stinks…& Exactly What to Do about It! And when you call us in for a keynote, we can compare your top servers to our Service Natural composite (for a nominal fee). (How's that for customizing!)
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