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

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9

Empowerment

Kelsey arrived and took her seat just as Professor Hartley was walking to the front of the room.

“Good morning, everybody. Let’s start with a pop quiz on what we’ve learned so far.” Professor Hartley loved giving pop quizzes for review, and he made them fun. Kelsey had been remembering everything so well and getting so much out of the class, she almost felt as if she could teach it.

When the quiz was over, the professor opened his laptop. “Are you ready for the final letter in ICARE?” he asked. He tapped his keyboard and the screen read:

  I  –  Ideal Service          

C  –  Culture of Service

A  –  Attentiveness        

R  –  Responsiveness ...

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