Lip Service

Here they are . . . 50 stories of the worst customer service in America. We’ve all been at the receiving end of poor or just downright bad customer service, but best selling author and professional speaker Hal Becker, the #1 salesperson for Xerox in his earlier career, tells it like it is.

Let's face it. Getting good customer service these days is about as easy as winning the lottery. In this enlightening collection of true stories, Hal Becker takes a look at how bad customer service has gotten. But, while he’s at it he also makes suggestions as to what can be done to improve it. Also, on the flip side of the coin—the book features interviews with the 10 best companies that are the tops at meeting the needs of their customers and providing exemplary customer service and free help (rather than a lot of “lip service”).

"Hal Becker has done it again. . . . a light-hearted approach to a serious issue facing all businesses today . . . how to serve and keep customers."—Ray Gross, Senior Vice President, ADT Security Services "Hal Becker's new book is a classic about customer service. It has given me a lot to think about and a new motivation to always satisfy the customer."—Pat Williams, General Manager, Orlando Magic

"This is a great book for anyone whose livelihood depends on serving consumers or customers. Those who manage service environments would do well to require their employees to read these instructive stories. It's a fun way to do important training."—Joel Hyatt, Founder, Hyatt Legal Services

"Hal Becker's creative 'what should be done' approach makes the anecdotal stories a unique training book on customer service, one that is entertaining and educational."—Peter T. Gaughn, President & CEO, PIP Printing

HAL BECKER is an internationally known professional speaker and trainer who is an expert in the field of sales and customer service. He makes more than 120 presentations a year to hundreds of companies and organizations, including IBM, B.F. Goodrich, Ford, ADT, Bank One, KeyCorp, Blue Cross, AT&T, New York Life, Hormel Foods, and American Greetings

At the age of 22, Hal became the number-one salesperson in a national sales force of 11,000 for Xerox Corporation. Six years later, in 1983, the same passion and energy helped him survive terminal cancer just months after he launched his company, Direct Opinions. Direct Opinions was one of the first customer-service telemarketing firms. It now conducts more than 2 million calls per year nationwide.

In 1990 Hal sold Direct Opinions in order to devote time to presenting lectures and seminars around the world and to promoting his national bestseller, "Can I Have 5 Minutes of Your Time?" This book, now in its twelfth printing, is used by many corporations as their sales bible.

Hal has been featured in many publications, including "The Wall Street Journal," "Nation’s Business" and hundreds of newspapers as well as on radio and television stations worldwide.

He founded The Cancer Hotline of Cleveland, a nonprofit telephone service that provides support and information for cancer patients and their families. The Cancer Hotline is supported from the proceeds of his books.