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

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5Knock Your Socks Off Service Is: Tangibles

“From the customer’s point of view, if they can see it, walk on it, hold it, hear it, step in it, smell it, carry it, step over it, touch it, use it, even taste it, if they can feel it or sense it, it’s customer service.”

—SuperAmerica Training Program

Service is difficult to describe in tangible, physical terms. It’s fuzzy. Mushy. Slippery. You can’t bottle a trip to the movies or an appendectomy any more than you can put a yardstick to advice from a stockbroker or ideas from an interior decorator. Twenty minutes with a physician or auto mechanic isn’t necessarily better or worse than ten minutes or thirty minutes. It’s the quality of what is accomplished, not the quantity of the time involved. One ...

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