1Serving Customers


Learning Objectives

By the end of this chapter, you should be able to:

• Describe six characteristics of Knock Your Socks Off Service.

• List advantages of customer-focused service for the organization, the customer, and the service representative.

• Identify your external and internal customers.

• Identify and improve Moments of Truth in the customer service chain.

• Describe three ways to make the organization work for your customers.

• Keep a log of your exceptional acts of customer service.


It’s not enough anymore to merely satisfy the customer; customers must be “delighted”—surprised by having their needs not ...

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