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

Pupo, Raul

Hardcover

ISBN 10: 0313386021 ISBN 13: 9780313386022

Publisher: Praeger, 2010

Synopsis

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.

About this title

About the Author

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

Reviews

“In a world of skeptical, demanding customers on the one hand and meaningless brand distinctions on the other, a customer-focused supplier can be armed with an unassailable competitive weapon: excellence in service.” So states Pupo, successful entrepreneur for more than 30 years, who sets out to explain his critical success factors required for excellence in service, which begin with leadership from the top. The author tells us, “The customer-focused leader must have the moral courage to challenge long-held assumptions, make tough decisions and implement needed reform.” Critical factors for success include a business planning process centered around the customer, dedication to service up and down the ranks, and a front-line organization that has decision-making authority and is motivated and knowledgeable. Sadly, in large segments of corporate America, “customer service” has become a meaningless phrase, a public-relations slogan without substance. 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. --Mary Whaley

Edition details

• Publisher: Praeger
• Publication date: 2010
• Language: English
• ISBN 10: 0313386021
• ISBN 13: 9780313386022
• Binding: Hardcover
• Edition number: 1
• Number of pages: 192