Customer Reviews

Service Quality - The Enlightened Approach

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My colleague Seamus has done a service by writing this book, to the service industry, and to many customers out there. Rather than blaming service providers on bad service, he illuminated the way for great service, and showed empathy for service providers, and lit the way for customers to bridge the emotive and physical gaps with the service providers to create truly memorable service relationships. A no-nonsense work that does not skimp on the surface, but shows real steps to get the work done.

Seamus showed his deep knowledge of service quality and customer service through a palatable book, and I received from him by e-mail his presentation primer on this book, which serves as a reminder to customer service concepts. Great ideas from a pioneer in Singapore.

Seamus the author has authored this book in 1994, and already demonstrated his deep-rooted understanding of customer service and service quality in a true-blue Asian environment. Rather than other Western authors that merely present classical service quality and customer service stories from traditional sources, Seamus has presented truly Asian experiences that we can share and learn.