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Managing Knock Your Socks Off Service, 3rd Edition by John Bush, Ron Zemke, Chip R. Bell

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2

Keeping Your Best and Brightest

Revolve your world around the customer and more customers will revolve around you.

—Heather Williams

The connection between retaining your best service performers and creating happy customers is powerful and cuts across virtually every dividing line: industry, size of company, scale of market, you name it. It’s not difficult to see why.

• Customers want and value reliability, ease, efficiency, and consistency in their service experiences with you—with the appropriate dose of friendliness and caring. From the customer standpoint, dealing with experienced people is basic to building not just a relationship, but a true partnership.

• Experience is still the best teacher. No Web-based training module or classroom ...

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