Winning the Service Game

by Benjamin Schneider and David Earl Bowen

This text offers guidelines on what it takes to deliver outstanding service. It presents over 50 explicit rules for delivery service quality and it argues that in order to gain competitive advantage in customer service, companies must focus on retaining customers. The book's findings are based on dozens of company examples and a decade of research.

• Format: Hardcover
• Language: English
• ISBN: 0875845703
• ISBN13: 9780875845708
• Release Date: March 1995
• Publisher: Harvard Business Review Press
• Length: 295 Pages
• Weight: 1.40 lbs.
• Dimensions: 1.2" x 6.4" x 9.5"

Customer Reviews

Brilliant - A Shining Star among Service Books

Ben Schneider has written a book of extraordinary value here. Having read several dozen service books, this one ranks with The Service Profit Chain, Call Center Management on Fast Forward and The Discipline of Market Leaders. As a psychologist, Schneider demonstrates a profound understanding of customer (and employee!) behavior. Some may criticize its mildly academic approach, but anyone who wants to get beyond the fluffy prose and jaded case studies of American-based service needs to read this book. Unlike so many publications today, this one cannot go out of date.

Service oriented managers MUST read this book!

I am in the service business. Training people in service has been my job for many years. I have read dozens of books on service. However, this book presents a total shift in mind when speaking about service. We all have a lot yet to cover if we are committed to generate service excellence. Don't miss the opportunity. Ronen Ben-Naphtali (Israel)