Winning the Service Game
Winning the Service Game by Benjamin Schneider, published by Harvard Business School Press in 1995, is a comprehensive exploration of how companies can excel in the competitive landscape of service delivery. This edition spans 295 pages and is presented in English. The book emphasizes the importance of understanding customer experiences as a reflection of organizational management, highlighting the interconnectedness of employee treatment and the physical environment.
Readers will find over fifty explicit rules designed to foster a culture focused on delivering seamless service quality. The text delves into the dynamics of customer relations, management, and training, illustrating how a well-managed service environment can lead to positive “moments of truth” for customers. By mastering these principles, organizations can create a cohesive experience that enhances both employee satisfaction and customer loyalty.
Official synopsis Publisher
Companies that master the rules of the service game can outperform the competition. The key to winning is understanding that the customer experiences the way an organization is managed – from the treatment of the employees to the condition of the physical facilities. Winning the Service Game presents over fifty explicit rules for creating and managing a culture dedicated to delivering seamless service quality – service that, to the customer, feels like a piece of whole cloth with all the threads woven together. This groundbreaking book shows that in such an environment, employees flourish and customers experience the positive “moments of truth” that bind them to the organization.
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