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Delivering Knock Your Socks Off Service, 5th Edition by John BUSH, PERFORMANCE RESEARCH ASSOCIATES

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3Knock Your Socks Off Service Is: Reliable

“Undertake not what you cannot perform and be careful to keep your promise.”

—George Washington

As commander-in-chief of the Continental forces in the American Revolution, George Washington was well aware that the lives of thousands of men and the fate of an emerging nation rested on his ability to know what could and could not be accomplished. He had to deliver on his commitments. There was no room for misjudging the situation.

As a service professional, you are part of another kind of revolution: the service revolution. And while lives are seldom on the line, a little piece of the future of your company is—every time you face a customer. That’s where reliability comes in.

The Service Promise

Reliability ...

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