From the Inside Flap
Every retail vacancy requires outstanding 'customer service' skills. Recent regulation shows that government believes that a prosperous nation is built on customer service. Companies are promoting the big new USP: customer service. Every third call wants your feedback on their customer service. Chief Executives shout from the rooftops: 'we listen to our customers.' Customer service consultancy has grown into a multi-million-pound industry. Every new management textbook praises the customer-centric organisation and purports to take it to a new level... But has any of this made a difference to the service we receive today? We all want customers to spread the word about our service. But which words are they spreading? Has all of the effort been worthwhile? Inconvenience Stores: One Year in UK Customer Service is a unique book - a customer service travelogue. Benefiting organisations, employees and customer communities, this book focuses on the descriptive, rather than prescriptive and takes a temperature check of the great differentiator: excellent customer service.