70 Simple Rules for Sensational Service

"Win the Customer is a practical, approachable tool kit for managers, and senior leaders. Inspiring, pragmatic and a must-read for anyone who wants to make a difference in the lives of those they serve."
-Joseph Michelli, New York Times bestselling author of Leading the Starbucks WayThe New Gold Standard, and The Zappos Experience
Win the Customer Book
Most Recent Service Blog Posts

On the Service Experience Blog

Go Off Script to Improve Customer Experience and Satisfaction

 — October 5, 2015

Many companies organize customer support by tiers and provide agents with a script to handle contacts. This arrangement is terrible for customers, and it’s bad for agents. But going off scripts can be the difference between great experience and bad service. Scripted customer service often leads to frustration for customers, who have to repeatedly describe their problem […]

Read More