Preface

After reading this book, you will never feel the same about Service Professionals. They are pivotal in making or breaking customer relationships. However, being a Service Professional has never been more difficult. In many service organizations, the gap is widening between what they can deliver and what customers expect. Many Service Professionals are quitting their jobs. Many more, under fire from disgruntled customers, are experiencing unprecedented stress. We call this phenomenon the Customer Service Syndrome (CSS).

Overcoming CSS requires service businesses to drastically rethink how service professionals fit into the profit equation. They will discover that people who serve others are of paramount importance and are often significantly under-valued and under-invested.

The purpose of this book is to provide strategies and tactics for combating CSS. Delivering consistent, quality service requires the reeducation of customers about service and the role of service professionals. There is a need to approach the management of the service system in creative and productive new ways. The readers will learn how to create a comfortable customer service climate in which Service Professionals are encouraged to use their talents and expertise.

This holistic book offers unique and useful guidance on the management of service expectations and experiences. It also discusses how to hire, train, support, and retain Service Professionals as well how to empower them to excel. The last chapter is a 28-day service journal for each reader's growth in awareness and understanding of customer service issues. We wish you all a successful journey through life (see Table of Contents).

How to Order

The book is published by Kendall/Hunt Publishing. You can order the book online ($29.95) or by calling 800-228-0810. The book also is available through Amazon.com and e-CAMPUS.COM.

About the Authors

Galen Collins, Ph.D., is a professor and an Executive Director at Northern Arizona University's School of Hotel and Restaurant Management. He is a noted hospitality author and management consultant and an advisory board member for several hospitality-related companies. His industry experience includes work with Club Corporation of America, Hilton Hotels, Howard Johnson International, Marriott International, Ramada Corporation, Tony Roma's, and Walt Disney World.

Melissa Collins, CFP, ChFC, is a third generation native of Arizona as well as the third generation in her family to graduate from Northern Arizona University.  She has owned and operated a State Farm Insurance and Financial Services agency since 1989. She plays the cello in the Flagstaff Symphony and serves on the board of directors for several community organizations, such as Northland Family Help Center and Citizens Against Substance Abuse. Melissa received the ATHENA award from the Flagstaff Chamber of Commerce in 1995.