The President of SRC, Michael J. Britten, has been working in the field of research for over twenty years.  He has written several monthly columns for the local business journal and most recently has coauthored Serve Us America, a book that focuses on thirteen principles of customer service identified through years of customer satisfaction research, market research and mystery shopping conducted by Service Research Corporation.  Utilizing exemplars from over ten business environments, over sixty-five case problems and seventy-five vignettes featuring actual transactions described by customers from all over the country.  Serve Us America highlights thirteen critical issues including:
  • How do your employees recover from mistakes?
  • Are employees empowered to serve customers?
  • Is there any employee and organizational bias present in your business?
  • What do front-line employees do to retain customers?
  • How does your business follow up with customers?
  • Do your employees and your procedures support good customer service?
  • How do you demonstrate respect for your customer's time?
  • Does your business create pleasurable experiences for your customers?
  • Do customers sense teamwork within your business?
  • How do your employees assess customer needs?
  • How do your employees demonstrate empathy for your customers?
  • How do customers know someone in your business is their advocate?
  • Can customers see how employees add value?

Written by Steven A. Eggland, PhD, Professor Emeritus, University of Nebraska and Michael J. Britten, PhD, President of Service Research Corporation Serve Us America is available to purchase, just click on the image below.