Service Excellence in Organizations, Volume I

CHAPTER 1

Introduction to Service Excellence

We all know what good service is, don’t we? We certainly know bad service when we encounter it, which sadly happens all too often. Bad service leaves us feeling disappointed, frustrated, and undervalued. The likelihood that we would seek out that experience again is remote, so we do not return to the company; we feel aggrieved and need to sound off about it. Time was, we would have done so to a few friends and family (research says up to 20 people (ACSI survey 1994), and our grievances would have had a very short half-life. Today, we are more inclined to do our complaining online, via Facebook, LinkedIn, Twitter, or a host of other social networking sites, or on a personal blog. The potential for ...