I was talking with some friends the other day and they were commenting on how the face of customer service has changed from when we were growing up. It used to be that exceptional customer service was the norm versus the rarity. It is hard to find a day that goes by that some customer service fail is not front and center on social media or traditional media. Why the change? Is it possible to reverse the trend of poor customer service? Do we even know what great customer services is anymore? My guest has been a friend for years. We have spoken together about customer service and technology back when I had my tech company and he just released his new book, The Extra Scoop - Rediscover the Art of Great Customer Service. For my regular listeners you know that I only talk about books that have an impact on my thinking and shift my perceptions in some way about the topic. This is one of those books. John reveals how, with just a few changes, you can shift your company from one of questionable or low customer service to one with great customer service. And, for companies with great customer services how you can kick it up a notch to exceptional. Take a listen and share your customer services stories on www.extrascoops.com Oh, and let me know how I can serve you even better. John Mamon is currently the President and CEO of mPowered IT, a leading Managed and Cloud Services Provider in Atlanta, Georgia. Mr. Mamon has over 20 years of experience in all areas of Information Technology leadership including engineering and sales. Roles in previous organizations have included Vice President, C.O.O. and C.I.O. He has been a part of several start-ups, including his previous organization of which he was an owner; that company was successfully incubated and sold in Atlanta, GA. His specialties include service design, team creation and oversight, increasing operational effectiveness, harnessing cloud and data center services, network security, and providing objective guidance and consulting to small business owners. Mr. Mamon currently chairs the Tech400 committee for the Greater North Fulton Chamber of Commerce and has recently authored a book titled “The Extra Scoop: Rediscover the Art of Great Customer Service”. He resides in Woodstock, GA with his two daughters and wife of over 20 years.