{"product_id":"9781480838369","title":"Why?: Because You Get Paid to Smile and Serve","description":"\u003cp\u003e“\u003ci\u003eWhy?\u003c\/i\u003e is filled with relatable rants about a subject Martha Humler knows well: customer service. My wish is one day stories like these will be few and far between—but in the meantime, I hope Martha’s book gives you a giggle.”\u003c\/p\u003e  \u003cp\u003e—Ken Blanchard, coauthor of \u003ci\u003eThe One Minute Manager®\u003c\/i\u003e, \u003ci\u003eLegendary Service\u003c\/i\u003e, and \u003ci\u003eRaving Fans\u003c\/i\u003e\u003c\/p\u003e  \u003cp\u003e“Martha’s stories are a lighthouse of actionable insights for service professionals that are swimming in a sea of mediocrity.”\u003c\/p\u003e  \u003cp\u003e—Dr. John Timmerman, Chief Scientist, Customer Experience\u0026amp;Innovation, Gallup\u003c\/p\u003e  \u003cp\u003eWe’re all consumers, which means we’ve all been frustrated by poor customer service.\u003c\/p\u003e  \u003cp\u003eMartha Humler, who spent her career in retail and advertising and is married to one of the kings of customer service—an executive with the Ritz-Carlton Hotel Co.—shares her frustrations about mediocre customer service in a series of vignettes.\u003c\/p\u003e  \u003cp\u003eAlong the way, she delivers common-sense tips and strategies that managers, leaders, and companies can use to cultivate a culture that revolves around customer service. In fact, this is one book business owners should provide to all staff. Topics include:\u003c\/p\u003e  \u003cp\u003e- self-checkouts and why they might not be the best way to slash costs;\u003c\/p\u003e  \u003cp\u003e- ways to keep delivering service after the sale;\u003c\/p\u003e  \u003cp\u003e- providing small amenities—like bread at restaurants—that build goodwill; and\u003c\/p\u003e  \u003cp\u003e- ways consumers can speak up to demand better customer service.\u003c\/p\u003e  \u003cp\u003eIf you’ve ever left a drive-through window only to discover missing items, received items from an online purchase that look nothing like what you ordered or are tired of long-winded answering messages with dozens of prompts, then you’ll laugh out loud at these relatable rants.\u003c\/p\u003e","brand":"Archway Publishing","offers":[{"title":"Default Title","offer_id":47125717909744,"sku":"9781480838369","price":5.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0737\/7593\/9824\/files\/9781480838369_p0.jpg?v=1763620827","url":"https:\/\/shop-qa.barnesandnoble.com\/products\/9781480838369","provider":"Barnes \u0026 Noble (DEV)","version":"1.0","type":"link"}