Book Review: Why Service Stinks...and Exactly What to Do About It!

Mike Donoghue is a member of a multinational information technology corporation where he collaborates on the communications guidelines and customer relationship strategies affecting the interactions with internal and external clients. He has analyzed, defined, designed and overseen processes for various engagements including product usability and customer satisfaction, best practice enterprise standardization, relationship/branding structures, and distribution effectiveness and direction. He has also established corporate library solutions to provide frameworks for sales, marketing, training, and support divisions.

  CRM   Stakeholder Management  

I have to admit the title of the book really beaconed my wandering eye. Call me a victim of simplistic marketing. Shiny things always get my attention, too.

Looking for a customer service read that wasn't going to force me down a hallway of lecture rooms full of windy speeches and badly designed overheads, I was able to read some online reviews and download a few sample pages of the book. Suffice to say, Why Service Stinks – and Exactly What to Do About It! by T. Scott Gross did not disappoint.

Easy to digest and fun to assimilate, Gross certainly knows how to satisfy the first line of customers--people who read his book! He quickly demonstrated to me in a few short paragraphs how he understands the needs of the many well-known Fortune 500 firms who hire him for his expertise.

Having been both customer and service provider with insight into the parties across the counter, on the other end of the phone, etc., Gross gives a keen insight into how an apparent losing battle with customer relations can actually be an opportunity for greatness. "People matter" is the point that drives home throughout "Why Service Stinks"--a point he demonstrates time and again in numerous humorous anecdotes of good and bad customer-client situations as well as through his supporting information gained through a nationwide survey of service attitudes.

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