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

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Preface

Has customer service gotten worse, or have we just become a nation of gripers and whiners?

My father was a big fan of the comic strip Mutt and Jeff. His favorite had Mutt and Jeff enjoying a bit of verbal sparring. “If everyone saw like I did,” boasted Jeff, “Everyone would want my wife.” “If everyone saw like I did,” quipped Mutt, “No one would want your wife.”

It was my first lesson on the “eye of the beholder” side of understanding relationships and human experiences. So, when someone asked me the question at the top of the page, I thought about my dad’s favorite joke.

Remember the scene in the movie Back to the Future when a customer pulls into a gas station circa the 1950s and two squeaky clean attendants cheerfully wash the windshield ...

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