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Customer Experience For Dummies by Bob Kelleher, Roy Barnes

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Chapter 13

Assembling and Managing Your Customer Experience Team

In This Chapter

arrow Linking customer experience with good hiring practices

arrow Identifying and improving key behaviors and traits

arrow Hiring the best people by using the BEST approach

arrow Making the most of the interviewing process

arrow Inspiring and rewarding employee commitment

A few months back, my wife and I (coauthor Bob) decided to eat out with some friends in a hip (and crowded) part of Boston. There was a wait at all the restaurants in the area, so we decided to put our name on the waiting list at a couple of different establishments.

At one restaurant (I’ll call it Restaurant A), the hostess and waitstaff seemed rather, well, surly — not only to each other, but to the customers as well. “The bar area is too crowded,” she informed us curtly when we asked to put our name on the list. She then demanded my cellphone number and suggested we wait outside. “But you had better be in the area when we call you or else we’ll have to give ...

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