The Mastery of Customer Service in Careers - by J Mark Munoz & Nigel Hill & Diane Crutcher (Paperback)

Book Synopsis

The Mastery of Customer Service in Careers highlights the experiences of three high school buddies who reached the pinnacle of their careers in service.

The three men-a general, a medical doctor who founded a successful chain of wellness clinics, and a professor who serves as director of a global hotel business- recount the career challenges they faced and their pathways to success. Along with a highly accomplished daughter of one of the men, they provide insights to two young adults looking to embark on careers grounded on customer satisfaction.

This book is exceptionally valuable to executives worldwide who wish to elevate their performance in customer service. Using an easy to read, relatable and engaging story as a backdrop, the book underscores the essential elements of service excellence. Each chapter includes an academically grounded and practice-oriented discussion that provides readers with the foundation for providing unparalleled and impactful service within an organization and in our society.

Review Quotes

The storytelling-style of this book makes for an easy and entertaining read. The Mastering Customer Service sections drive home key ideas presented in each chapter. Having spent my entire professional career in customer service, I thoroughly enjoyed reading this book and would highly recommend it to anyone whether new to the industry or one with vast knowledge of customer service. The Mastery of Customer Service in Careers is a must read! -Wes Tindal, COO, National Customer Service Association

The Mastery of Customer Service in Careers is a must-read! This book offers powerful insights and actionable strategies that will help executives stand out from the competition. It's an essential guide for anyone looking to take service performance to new heights and lead in their industry. -Reginald J. Baron, Director, Mobile Sales / Field Security Operations, Revenue Control. MTA New York City Transit

All the king's horses and all the king's men cannot make your customers come back to you again. Businesses spend so much money to attract new customers and then forget to serve them well. I really like how this book focuses on what it means to deliver a "professional" customer service experience and what that can do to have your people loving your brand. -Brian Johnson, CEO and Co-Founder of Katapult Network