Have you ever felt the soul-crushing frustration of navigating an endless automated phone menu, only to be looped back to the beginning or disconnected? Do you feel like just another number in a system designed to manage you with a generic checklist rather than solve your actual problem? You’re not alone. In an era where genuine connection has been replaced by cold indifference, true customer service has become a forgotten art.
But what if the rude representative or the unhelpful agent isn't the real problem? What if they are just a symptom of a much deeper issue within the organization?
In his groundbreaking book,
The Extinction of Customer Service, Oliver Holt pulls back the curtain to reveal a startling truth: customer service always starts at home. Holt exposes how the frustrating customer experiences we all endure are the direct result of a toxic internal culture. When employees are overworked , stifled by micromanagement that screams “I don’t trust you” , and led by managers with an "If you don't like it then leave" mentality , their hopelessness and frustration inevitably spill over into every customer interaction.
This book is a vital roadmap for both frustrated consumers seeking to understand why service has failed and for business leaders committed to reviving it. Holt argues that the issue isn't a lack of knowledge, but a "lack of consistently applying what we have learned".
Inside, you will discover:
The True Source of Customer Loyalty: Learn how to build a relationship where customers become an extension of your organization—your best marketers and biggest advocates.
Why Internal Culture is Everything: See the undeniable link between low employee morale and dwindling customer loyalty. When an employee doesn't feel valued, the customer never will.
The Antidote to Toxic Leadership: Move from dictatorship to democracy by empowering your team, solving problems, and developing trust.
The Power of Emotional Quotient: Master the core principles of Self-Awareness, Self-Regulation, Motivation, Empathy, and Social Skills to become a leader who inspires loyalty and collaboration.
A 5-Step Blueprint for Lasting Change: Follow a proven journey through Inspiration, Research, Communication, Rehearsal, and Development to guide your organization toward excellence.
Stop accepting mediocrity. Whether you are a customer who is tired of being ignored or a leader determined to build an organization renowned as "a premier place to do business, but also as a fulfilling place to start a career",
The Extinction of Customer Service is the essential guide you’ve been waiting for.
Have you ever felt the soul-crushing frustration of navigating an endless automated phone menu, only to be looped back to the beginning or disconnected? Do you feel like just another number in a system designed to manage you with a generic checklist rather than solve your actual problem? You’re not alone. In an era where genuine connection has been replaced by cold indifference, true customer service has become a forgotten art.
But what if the rude representative or the unhelpful agent isn't the real problem? What if they are just a symptom of a much deeper issue within the organization?
In his groundbreaking book,
The Extinction of Customer Service, Oliver Holt pulls back the curtain to reveal a startling truth: customer service always starts at home. Holt exposes how the frustrating customer experiences we all endure are the direct result of a toxic internal culture. When employees are overworked , stifled by micromanagement that screams “I don’t trust you” , and led by managers with an "If you don't like it then leave" mentality , their hopelessness and frustration inevitably spill over into every customer interaction.
This book is a vital roadmap for both frustrated consumers seeking to understand why service has failed and for business leaders committed to reviving it. Holt argues that the issue isn't a lack of knowledge, but a "lack of consistently applying what we have learned".
Inside, you will discover:
The True Source of Customer Loyalty: Learn how to build a relationship where customers become an extension of your organization—your best marketers and biggest advocates.
Why Internal Culture is Everything: See the undeniable link between low employee morale and dwindling customer loyalty. When an employee doesn't feel valued, the customer never will.
The Antidote to Toxic Leadership: Move from dictatorship to democracy by empowering your team, solving problems, and developing trust.
The Power of Emotional Quotient: Master the core principles of Self-Awareness, Self-Regulation, Motivation, Empathy, and Social Skills to become a leader who inspires loyalty and collaboration.
A 5-Step Blueprint for Lasting Change: Follow a proven journey through Inspiration, Research, Communication, Rehearsal, and Development to guide your organization toward excellence.
Stop accepting mediocrity. Whether you are a customer who is tired of being ignored or a leader determined to build an organization renowned as "a premier place to do business, but also as a fulfilling place to start a career",
The Extinction of Customer Service is the essential guide you’ve been waiting for.
