Uncommon Service

Frances Frei is UPS Foundation Professor of Service Management at Harvard Business School, where she developed the school's successful Managing Service Operations course. Anne Morriss is the Managing Director of the Concire Leadership Institute, a consulting firm that helps leaders to surface and remove performance barriers.

"The book was uncommonly excellent. Very straightforward and to the point. Frei and Morriss uncover four basic truths about customer service, discuss the important ingredient of culture and provide guidance on how companies can scale to get bigger...this might be the best book I've ever read on achieving service excellence." -- Stan Phelps, CustomerThink (customerthink.com) "This book is a practical guide for leaders who want to use service to strategically differentiate their companies from the competition." -- Jeff Toister, CustomerThink (customerthink.com) "Anne Morriss and Harvard Business School Professor Frances Frei make the counterintuitive, but compelling argument that true success for service businesses requires that you give up on being perfect; that you make some tradeoffs." -- Business Insider (businessinsider.com) "Morriss and Frei have a powerful and surprising answer..." -- Forbes.com "In this upbeat and highly readable book, the authors isolate four "service truths" that companies must understand..." -- BizEd magazine "The book is full of case studies showing how companies have harnessed their strengths but cut corners elsewhere, in pursuit of the ultimate goal: excellent service." -- South Africa Financial Mail "I found Uncommon Service to be a refreshing, frank and honest look at how any organization can increase profitability, satisfaction and competitive advantage by delivering consistently outstanding service." -- American Express Open Forum