The Quest for Service Quality: Rxs for Achieving Excellence

I used this book in a customer service class back in the 90's. Because of an initiative at work, I'm just now dusting it off and reviewing the content to help me rememember some of things I learned. What's really good about this book is that it uses many different examples and it shows customers service at 4 different levels raging from rigid to over-indulgent. It talks about how to get the right balance. Perhaps the best part of the book, however, are the little quotes that punctuate the message. For example, there is a quote box on a page that reads "An organization is made up of people. It can never be something its people are not." That sounds pretty straight forward and intuitive but just reading it, you realize you can never put on a good quality service front if it is just that a front. It will crumble like most facades do. A bargain at just about any price.