3The Rules of Knock Your Socks Off Service

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Learning Objectives

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

• Give three reasons why honesty is the only policy.

• Assess whether or not to make an exception to a rule.

• Make the system work for customers.

• Pay attention to details that influence customers’ perceptions of your organization.

• Recognize situations when selling is good service.

• Say thank you to customers and others deserving of appreciation.

INTRODUCTION

Working with people—serving customers—can be a rewarding, fulfilling, and uplifting way to make a living or spend a life. Working with people—serving customers—can also be ...

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