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Legendary Service: The Key is to Care by Kathy Cuff, Victoria Halsey, Ken Blanchard

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Ideal Service

“I really enjoyed your presentations—you all did a great job,” said Professor Hartley. “It’s a good way to set up what we’ll be focusing on for the rest of our course.

“Over the next several weeks, I’m going to introduce you to a model that uses the acronym ICARE. We’ll take one letter from the model—one segment—at a time, and discuss it. You’ll then go out into your world, find examples of that specific aspect of service—and also examples of where it’s lacking—and write about your experiences. Now let’s talk about service at a higher level.”

He tapped his laptop and the ICARE model appeared on the screen with the first letter ...

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