Lip Service : 50 Humorous Stories of the Worst Customer Service in America... And Interviews with the 10 Best Companies in the World

by Becker, Hal B.

• ISBN13: 9781886939486
• ISBN10: 1886939489
• Edition: 2nd
• Format: Paperback
• Copyright: 2001-08-01
• Publisher: Midpoint Trade Books Inc

Table of Contents

Introduction	xv
I Gotta Write This Book	1	(8)
Printo's	3	(6)
Getting Here and There	9	(24)
One of the First Listings in the Phone Book, Where You Get Travel Stuff At	11	(2)
Frugal Rent-a-Car	13	(3)
Frugal Rent-a-Car (Again!)	16	(2)
Primadonna Trucking	18	(3)
Primadonna Trucking (Again!)	21	(2)
Outta Detroit Automobile Manufacturer and Delarship	23	(3)
Lost Baggage Airlines	26	(7)
Discount Heaven and Hell	33	(12)
Home Builders Nightmare Store	35	(3)
Home Builders Nightmare Store (Again!)	38	(2)
Overmedicate You Drug Stores	40	(2)
Brain Dead Electronics Store	42	(3)
Gizmos and Glitches	45	(10)
Computer Hell #1 and Computer Hell #2	47	(1)
Could Be Better Appliances	48	(1)
Clueless in Product Knowledge Electronics Superstore	49	(3)
Super Nova Appliances	52	(3)
Room Service	55	(22)
``Hal'' Berly	57	(3)
``Hal'' Ton	60	(5)
``Hal'' Son	65	(1)
``Hal'' Nac	66	(3)
``Hal'' Suites	69	(8)
Retail Headaches	77	(16)
Stuff Not for the Kitchen	79	(2)
Gentleman's Agony	81	(1)
Cannot Help You Sporting Goods Store	82	(2)
Dummy's and Hermit's	84	(1)
Dummy's and Hermit's (Again!)	85	(1)
OfficeStuff	86	(2)
High-Income Mall	88	(2)
Veronica's Drawers	90	(3)
Feed Me! Love Me!	93	(12)
The Perfect Restaurant for Camping	95	(1)
Greasy's	96	(1)
Don't Play Games with Me Tavern	97	(2)
The Angry Mediterranean	99	(2)
Fancy Schmantzy	101	(1)
Too Many Humans	102	(3)
This Is Service?	105	(14)
Royalty Gas Credit Card	107	(2)
American Shipping Service	109	(1)
Ample Parking Apartment Complex	110	(3)
Ample Parking Apartment Complex (Again!)	113	(2)
Arrivederci Landscaping	115	(4)
You Can Bank On It	119	(10)
Lending-a-Ton Bank	121	(2)
Lending-a-Ton Bank (Again!)	123	(3)
Lending-a-Ton Bank (And Again!)	126	(3)
Death and Taxes	129	(12)
Buckeye Telephone Company	131	(2)
American Phone & Equipment (AP&E)	133	(3)
Lake Erie Power	136	(2)
The Place Where You Mail Stuff At	138	(3)
The Finer Things of Life	141	(12)
Very Expensive Closets	143	(2)
Cold Water Hot Tubes	145	(3)
Lake Erie Bottled Water	148	(2)
Confusey Furniture Line	150	(3)
Almost Perfect	153	(8)
My Favorite Auto People: Motorcars Toyota	155	(1)
Stop the Presses! Comp USA	156	(2)
Odie and the Lizard: The Winking Lizard	158	(1)
All I Want Is My Egg McMuffin: McDonald's	159	(2)
Your Money's Worth: Ingredients of Great Customer Service	161	(12)
Nonstop Training	163	(1)
The Lemonade Stand	164	(1)
Have Fun	164	(1)
Learn from Children	165	(1)
Attitude, Attitude	166	(1)
The Power of Your Mind	167	(1)
Happy Employees, Happy Customers	167	(1)
Five Steps to Great Customer Service	168	(2)
Two Phrases That Say It All	170	(1)
The Rule of 99	170	(2)
The 10 Bullet Points: Hal Becker's Rules for Customer Service	172	(1)
Ten of the Best Companies	173	(62)
Callaway Gold Club Company	176	(5)
Walt Disney World	181	(6)
JM Landscaping	187	(4)
Lexus	191	(8)
L.L. Bean	199	(4)
McKee Foods	203	(5)
Mueller Tire	208	(5)
Nordstrom	213	(6)
Ritz-Carlton Hotels	219	(9)
Southwest Airlines	228	(7)
The Future of Customer Service	235	(8)
To Sum It All Up	243	(2)
Customer Behavior Test	245	(4)
About the Author	249	(2)
Index	251