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

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12Taking Ownership of Your Service Encounters

“Use your good judgment in all situations.There will be no additional rules.”

—Nordstrom, Inc. employee handbook

Consider for a moment how frustrating it is when you dial a company’s toll-free number only to be greeted with an automated phone menu. Although the recorded voice might be friendly and constantly remind you that “you’re a valued customer,” you wait patiently without hearing the option you believe best meets your needs. Because you’re limited to only the options offered, in frustration you select one that you think is close enough. When a voice answers, you explain the reason for your call. How do you feel with the response on the line is, “Gee, that’s not this department. Let me transfer ...

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