Rat Bastard Customer Care: Committed to the Fix! proposes that there are no innocents in the service delivery chain when customers receive poor service. Everyone - from the customer-facing agent to the executive penning the strategic plan that mandates the service model - is responsible and should be held accountable for delivering excellent customer service. The story uncovers many of the contributors to poor service. The model is a blueprint for service-delivering staffs on how to narrowly focus and deliver excellent service despite facing barriers to completing successful service calls.