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Designing Service Excellence
book

Designing Service Excellence

by Brian Hunt, Toni Ivergard
November 2014
Beginner content levelBeginner
194 pages
7h 4m
English
CRC Press
Content preview from Designing Service Excellence
90 Designing Service Excellence
when of service). Together and separately we have worked in organizations
that not only didn’t know what their customers needed (which we would
include in basic knowledge), but also, in some cases, did not have a clear
picture of who their customers were. Conventionally, leaders have tended to
ensure that frontline service-providing employees are tasked (and sometimes
fully trained) to give service. The rationale seems to be that as these employees
are the ones that the customer sees and from whom customers expect to
receive their service, other employees do not need to be fully informed or
educated in attributes of service provision. However, as we know from expe-
rience, service quality can be decient because ...
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Publisher Resources

ISBN: 9781439840467