The Service Pro: Creating Better, Faster, and Different Customer Experiences

This book provides a fundamental understanding of the competencies and tactics that increase customer retention and referrals. Ideal for both employees who serve customers directly or indirectly and those who manage them, this book offers lessons that will build professional competencies in the business of customer service.

Rick Tate has delivered keynote addresses, workshops and consulting projects for clients around the world challenging people's mind-sets and developing new ways of thinking. Working through his California based international consulting firm, ThinkIT, Rick is an internationally recognized expert on service quality, leadership development and organizational excellence and is a founding faculty member of the Center for Innovative Leadership, and a faculty member for the Institute of Management Studies.

Rick has authored many books, articles and training programs including the best-seller, Leadership and the Customer Revolution, Legendary ServiceTM, Frontline ServiceTM, World Class Customer Service and The Service MonkeyTM. His acclaimed training programs have been translated into over eleven languages and distributed all over the world.

Rick is a captivating and motivating speaker whose use of stories, examples, anecdotes and metaphors provides a unique learning experience for audiences. He speaks to literally thousands of people a year from groups of ten senior executives to thousands of front line employees.

His client list is extensive and reads like a "who's who" of business. It includes such notable organizations as Disney, Coca Cola, Johnson & Johnson, Motorola, American Honda, Brinker, Xerox, IBM, Perrier, National Park Service, Norwest, Publix, Norstan, Manpower, Bank-One, Nortel and J.C. Penney.

Rick holds graduate degrees from the University of San Francisco and California American University and has served as a faculty member at many institutions of higher education.