At Your Service: What you need to know about the lost art of customer service

Welcome to the Customer Service Apocalypse.



It's a world where "please" and "thank you" have gone extinct, customers treat staff like furniture, businesses replace empathy with scripts and chatbots — and then everyone wonders why nobody comes back.

After more than thirty years in the trenches of sales and customer service, Zezette McCray has had enough. At Your Service is her intervention: a sharp, funny, brutally honest guide to the lost art of treating people — customers and employees — like human beings again.

This is not another dry corporate training manual stuffed with buzzwords. It's a candid, laugh-out-loud, occasionally uncomfortable look at why basic decency disappeared, why that quietly bankrupts businesses, and exactly how to bring it back. Backed by an MBA and a Master's in Behavioral Science, McCray makes the case that the very things companies "optimize" away — warmth, attention, courtesy — are the highest-margin assets they own.

Inside, you'll discover:

Why the service breakdown is a two-way street — and how to fix both sides

The real economics of courtesy, and what bad service actually costs

The art of actually listening (and defusing any complaint)

The magic words that open wallets — moving customers from "no" to "yes"

How to turn angry complaints into loyalty, repeat business, and bigger tips

Where technology fails and human beings win every time

Whether you're behind a counter, on a call, leading a team, or running the whole company, this book hands you a practical, memorable playbook for service people remember — the kind that earns referrals, raises, and revenue.

The lost art of customer service can be your unfair advantage. Your intervention starts now.