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The cover of Uncommon Service

Uncommon Service

Frances Frei, Anne Morriss

Why is service so hard to get right, even though people are wired to serve?

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At a glance

Author
Frances Frei, Anne Morriss

Why read it

  • You will stop believing you can be great at everything, a belief that service organizations let you keep
  • You will see why blaming employees or customers hides the real causes of mediocre service
  • You will decide up front who pays for every service improvement, since someone always has to

Who it is for

  • A service business owner frustrated by complaints and churn
  • A call center manager whose staff are blamed for poor service
  • An operations leader choosing what to be best at

Contents

  1. Introduction
  2. If This Is a Service Economy, Why Am I Still on Hold?
  3. Truth Number 1: You Can’t Be Good at Everything
  4. Truth Number 2: Someone Has to Pay for It
  5. Truth Number 3: It’s Not Your Employees’ Fault
  6. Truth Number 4: You Must Manage Your Customers
  7. Now Multiply It All by Culture
  8. Getting Bigger
  9. Conclusion

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