The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business

PREFACE

We wrote this book because we believe that many companies are leaving some valuable service improvements on the table. These improvements derive from a deeper understanding and application of the psychology that underlies how customers “experience the service experience.” We propose a collection of approaches for designing systems that deliver experiences. This book is about design and management of service operations.

In writing the book, we cherry-picked experimental research findings of the great minds in behavioral sciences and economics—D. Kahneman, G. F. Lowenstein, E. A. Skinner, V. Folkes, D. Ariely, J. Ledoux, C. E. Izard, D. Gambetta, and R. Larson—and translated them into service principles. We have also interviewed numerous ...