Includes bibliographical references.

In The Science of Service, customer service expert Mark Colgate uses the latest research into the science and discipline of great service, combined with fascinating case studies from companies as diverse as Whistler Blackcomb to Australia's Commonwealth Bank to Amazon, to empower you to differentiate your organization, increase customer loyalty, and drive revenue. Colgate distills more than twenty years of teaching customer service courses into his scientifically driven FAME model Applying FAME - framework, accountability, moments, and endurance - at your company, whether you're entry level or an executive, will help you develop consistency as you continue to increase reach. After all, in the world of service excellence, consistency, not the customer, is king. -- Jacket.