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Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
book

Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski

by Chip R. Bell, Ron Zemke
May 2007
Intermediate to advanced content levelIntermediate to advanced
231 pages
5h 8m
English
AMACOM
Content preview from Managing Knock Your Socks Off Service, Second Edition Revisions by Chip R. Bell and Dave Zielinski
10
Getting Your Vision
Down on Paper
Vision without action is dreaming. Action without vision
is random activity. Vision and action together can
change the world.
—Joel Barker
Futurist
A good service vision statement involves customers and em-
ployees. It takes on tangible shape and form when you actu-
ally put it on paper where everyone can see and use it. As you
work to define your vision, it’s important not to overlook two
key resources:
Customers are not only highly qualified, but generally
willing to provide input that will help a company fig-
ure out what it wants and doesn’t want, how it does
and doesn’t want it delivered, and what elements of the
service experience could be changed, improved, or re-
moved for the business to serve them better.
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Publisher Resources

ISBN: 9780814473689