First-Class Service as a Competitive Advantage

John Schaul is known as a service culture guru. He believes that a company’s ability to make money depends on the impression all employees make on customers. Through specific examples, Schaul proves that service is a strategy as powerful as... marketing and as effective as a high-quality product. The course for first-class service is an international strategy applicable in any country. Examples of poor service exist in countries with long-standing market traditions, and the author provides examples of the collapse of large companies precisely due to insufficient commitment to the idea of first-class service. After reading this book, senior and middle management will learn how to motivate employees to provide the highest level of service, which will increase the company’s profitability, expand market share, and win customer loyalty.