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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
83
12
Standards and
Norms: Delivering on
the Service Promise
In essence, if we want to direct our lives, we must take
control of our consistent actions. It’s not what we do
once in a while that shapes our lives, but what we do
consistently.
—Anthony Robbins
Motivational Guru
While a service vision describes the experience you want to
create for customers, a service standard communicates what
you strive to be—every time, in similar fashion—across the or-
ganization so customers can count on a consistent style, atti-
tude, or manner from your staff. A service norm, on the other
hand, describes what you strive to do, every time, in the same
fashion so customers receive consistent action, effort, or exe-
cution.
For example, if the service standard is “we provide ...
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Publisher Resources

ISBN: 9780814473689