This book emphasizes the importance of customer service in various industries, highlighting its role in profitability. It presents numerous examples to remind leaders of the detrimental impact of neglecting customer service and the need for proactive measures.

The Forgotten Leg of Quality: Customer Service explores the link between customer service theory and real-world issues like dissatisfaction, failure, and cost. It highlights systemic failures caused by non-compliance with regulations and standards and provides strategies for implementing them. Methodologies and tools are provided to help improve recall rates and minimize non-conformances.

Through an analysis of customer satisfaction, this book utilizes various statistical studies and methodologies, to aid customer service practitioners in enhancing their reporting and evaluation processes.