Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices. Author T. Scott Gross profiles superb server-customer relationships to teach model approaches and shares some unforgettable stories of dreadful service to point out how these situations could have been easily remedied. With wit and authority, Gross shows how managers in any business can improve their customer's experience and encourage repeat business. T. Scott Gross is known as one of the giants in customer service. He is a tireless and celebrated speaker on the topic, with a client roster studded with the biggest businesses in the country. His inside knowledge of these companies, access to top service leaders, and commonsense approach will hit the mark with readers. Features of Why Service Stinks include: *Simon says-What management can do to inspire outstanding service *How to hire a fantastic server-Ten street-smart questions to ask when interviewing *The influences of consequences-The effects of pay, perks, and benefits on service *Lessons from the masters-How Crate & Barrel, Container Store, and other service leaders do what they do so well This may be the first research-oriented book on customer service, with complete statistical analysis, but Gross's revered sense of humor comes blazing through the data with anecdotal highlights that put the subject of customer service into perspective.