Customer service expert T. Scott Gross surveyed 10,000 very vocal consumers and talked one-on-one with service people around the globe with the hope of creating a psychological profile of the perfect customer service employee.

Gross’s new book Why Service Stinks contains the results of his research along with studies from the nation’s leading consumer organizations, top business schools, and successful companies to illustrate how businesses can upgrade and rebuild their customer service programs. Packed with carefully validated research and engaging examples of best and worst practices, Why Service Stinks is a one-stop customer service guidebook. Managers and service providers will learn how to upgrade their overall service attitude and standard practices.

About the Author

T. Scott Gross is a student of customer service. The former franchise owner of a national fast food restaurant, he has become a top service leader with a common-sense approach. Gross has a well-earned reputation as a dynamic and insightful service guru. A well-known consumer advocate, his client roster reads like a who’s who of customer service in the Fortune 500, including Southwest Airlines, Fedex, McDonald’s, Sears, and Wal-Mart. In addition, Gross spends nearly a quarter of each year delivering motivational addresses for corporate programs in the United States and abroad.