Bad service is commonplace-even from honest and well-meaning businesses and organisations (including government and quasi¬ government). Every day, around the world, millions of unfortunate people become victims of bad service: time-wasting service which leaves them frustrated and unhappy.

Bad service creates a range of negative emotions in its victims who, as well as customers, may include other people. Reactions range from disbelief to downright rage. There will be feelings of dissatisfaction and, sometimes, helplessness. In seriously provocative cases, there may also be a passionate desire for revenge.

Misguided management can be unaware that they are sponsoring bad service. Distance from day-to-day realities as well as inability or unwillingness to uncover unpleasant truths may be contributing factors. Assumption, arrogance, complacency, conflicting priorities, greed, ignorance, indifference and unfairness also take their toll.

Efficiencies sought through the introduction of new methods and systems may fail to materialise, or be counterproductive, resulting in worse rather than better customer service. Consequently, millions of enterprises pay a price in damaged reputations and other negative flow-on effects.  And, make no mistake, both the visible and unseen costs of bad service can be severe-to those giving the bad service, as well as to their victims.

Wouldn't you like to be able to identify areas where bad service is happening-and fix things? Even better, anticipate and avoid giving bad service-before it happens?

In CUSTOMER SERVICE FROM HELL! you'll learn:

• what, from a victim's view, bad service is;
• common areas of bad service and likely causes;
• the effects of bad service on victims;
• the corrosive effects of bad service on future sales and profits;
• suggested fixes.

And if you're a frustrated victim of bad service you'll find remedies to
put you back in control-or at least to help you get even!

CUSTOMER SERVICE FROM HELL! a guide to finding and fixing bad service

Paperback 283 pages ISBN 0-476-01595-2