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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
115
16
Add Magic: Creating
the Unpredictable
and Unique
He who gives great service gets great returns.
—Elbert Hubbard
Nineteenth Century American Writer
Great systems, well-designed and managed, start with a sim-
ple goal: reliability—delivering on your core promise to the
customer. An airline that promises to take you from New York
to Minneapolis, but deposits you in Indianapolis instead, does
not make you a happy traveler, no matter how friendly the
cabin crew, or how smooth the ride.
But that’s just for starters. How do you compete for cus-
tomers when you are one of three airlines, each boasting five
flights a day between New York and Minneapolis, all of which
deliver passengers to the right “apolis” safely, on time, and
with most of their luggage in hand? ...
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Publisher Resources

ISBN: 9780814473689