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Service Unusual
How service leaders look beyond the obvious to find success
By George T.K. Quek
There is already a slew of existing books showing us common
service practices. As a result, service has become indistinguishable
and generic over time. Herein lies the primary premise of
this book. It sets out to look at service from a different
perspective. To stand out in this service economy, we need
to be different by going beyond the obvious.
This book highlights 10 service unusual practices that address
the challenges service operations face today. It is written
with an Asian perspective and includes examples of Asian companies
from Singapore, Hong Kong, Thailand and Japan. Among the key
points raised are:
- Planning for service from a holistic and integrative perspective,
not piecemeal.
- Providing real value to your customers by giving them
what they want; not more, not less.
- Creating a service strategy to provide the right service,
not just good service.
- Getting more useful and direct customer inputs for continuous
improvement.
- Using different techniques to bring out the best from
different service personnel in different service settings.
- Setting up service processes that will empower your service
personnel, not frustrate them.
- Creating relevant performance measures that are not only
evaluative but also educational, allowing the service personnel
to learn from their performance.
- Developing leaders who think more like a servant than
master.
A series of Personal Practice Tips are found at the end of each
chapter. These tips serve as application guides to the reader
to make these service practices happen back in the workplace.
This book comes in 4 versions: English, Chinese (Traditional),
Chinese (Simplified) and Thai.
"Put the author's tips into practice
and your customers could walk away delighted and thinking about
how they could likewise provide an unusual experience to others."
"George Quek has provided the
most insightful treatise yet on customer service quality. Service
Unusual is a masterpiece that goes beyond popular beliefs about
customer service. "
"Service Unusual is required reading
for any executive in any service-related industry regardless
of how well they think their companies might be doing."
"Nok Air has established ourselves very
clearly as an 'Entertainment Airline'… It's a 'service
unusual' as the name of this book suggests!"
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