{"product_id":"why-martha-humler-9781480838345","title":"Why?: Because You Get Paid to Smile and Serve","description":"\u003cp\u003e\"\u003cem\u003eWhy?\u003c\/em\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 \u003cem\u003eThe One Minute Manager(R)\u003c\/em\u003e, \u003cem\u003eLegendary Service\u003c\/em\u003e, and \u003cem\u003eRaving Fans\u003c\/em\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\u003cbr\u003e\u003cbr\u003e\u003cb\u003eAuthor:\u003c\/b\u003e Martha Humler\u003cbr\u003e\u003cb\u003eISBN-10:\u003c\/b\u003e 1480838349\u003cbr\u003e\u003cb\u003eISBN-13:\u003c\/b\u003e 9781480838345\u003cbr\u003e\u003cb\u003ePublisher:\u003c\/b\u003e Archway Publishing\u003cbr\u003e\u003cb\u003eLanguage:\u003c\/b\u003e English\u003cbr\u003e\u003cb\u003ePublished:\u003c\/b\u003e 11\/04\/2016\u003cbr\u003e\u003cb\u003ePages:\u003c\/b\u003e 170\u003cbr\u003e\u003cb\u003eFormat:\u003c\/b\u003e Paperback\u003cbr\u003e\u003cb\u003eWeight:\u003c\/b\u003e 0.57lbs\u003cbr\u003e\u003cb\u003eSize:\u003c\/b\u003e 9.00h x 6.00w x 0.39d","brand":"Martha Humler","offers":[{"title":"Paperback","offer_id":43985749311743,"sku":"9781480838345","price":15.99,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/0662\/2982\/9887\/files\/img_4f37d119-a03e-481c-84de-3dba7e30041d.jpg?v=1683279338","url":"https:\/\/www.whiterainbookhouse.com\/products\/why-martha-humler-9781480838345","provider":"WR Book House","version":"1.0","type":"link"}