Chapter 2. Generic Customer Service Isn't Enough Anymore
A few years ago, Janelle saw an ad on television about a new product the Postal Service was offering—a mailing option called International Priority Mail. It was a takeoff on the immensely popular domestic Priority Mail product the Postal Service successfully created to compete with the higher prices of UPS and Federal Express.
The ad was compelling. It showed a spirited customer walking up to the counter of a brand new, spotlessly clean post office where a beautiful young blond-haired woman stood with a charming and big welcoming smile on her face. Regally perched on her shoulder was an American bald eagle. The “clerk,” whose perfect teeth flashed behind her smile, took the customer's package ...
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