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

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11

Effort: The Achilles’ Heel of Customer Experience

The less effort, the faster and more powerful you will be.

—Bruce Lee, actor

A consultant with an inoperative computer is much like a taxi driver with his cab in the shop. Chip’s sick computer needed a particular part to get him back in business. Now, get ready to follow his experience with the hellish computer part replacement process.

A call to the computer manufacturer’s toll-free number led to an automated phone queue followed by a wait, followed by a “too-many-questions” service clerk, followed by a transfer and wait, followed by a tech support person, followed by a transfer and wait, followed by the correct tech support person, followed by a long wait, followed by the part arriving ...

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