It's Not My Department: How to Get the Service You Want, Exactly the Way You Want It

A professional retail consultant discusses the basic principles, strategies, and methodology of providing good customer service

This work is the latest in an increasing number of books lamenting the decline of service in American businesses. Glen, a retail consultant, provides numerous examples of the poor service he and others have received from airlines, hotels, hospitals, restaurants, and retail companies across the country. His examples are entertaining and easy to identify with, but tend to only highlight the problem rather than provide any insight or solution. For this, readers should consult William Davidow and Bro Uttal's Total Customer Service: The Ultimate Weapon ( LJ 9/1/89). Nevertheless, there might be some demand at public libraries for this book, especially since it is to be serialized in Suc cess magazine. BOMC and Macmillan Executive Book Club selection.
- Robert Logsdon, Indiana State Lib., Indian apolis
Copyright 1990 Reed Business Information, Inc.