CHAPTER 6
Define customer service success and failure
“A sale is not something you pursue. It’s something that happens to you while you’re immersed in serving your customer.”
—UNKNOWN
IN THE EARLY 1980S, Sterling Price worked as a cook at Pizza Hut in Springdale, Arkansas. This was before there were any national sandwich chains in town, like Subway, Blimpies, or Quiznos. As Sterling tells the story, “A lady came in one day and asked if we had meatball sandwiches. When I told her we didn’t, she got very upset—on the verge of tears. So I said that even though we didn’t have it on the menu, we did have sandwich rolls, meatballs, tomato sauce, and mozzarella cheese. Since we had all the ingredients, I told her I could make it for her and just ring ...
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