Skip to Main Content
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
24
Removing the
Barriers to
Empowerment
Never tell people how to do things. Tell them what to
do and they will surprise you with their ingenuity.
—General George Patton, Jr.
World War II U.S. Field Commander
The customer walked into a crowded fast-food restaurant and
ordered a sandwich, small fries, and soft drink to go. Told
there would be a short wait, he stepped aside while the
counter clerk waited on others. By the time half a dozen cus-
tomers had worked their way past him, he was losing pa-
tience. Fast food, eh?
Finally, his slow burn now beginning to fog nearby win-
dows, his take-out order was ready. As he stepped to the
counter, prepared to provide a little direct feedback on his ser-
vice experience, he was met with his bag, a confident smile,
Become an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
and much more.
Start your free trial

You might also like

Managing Knock Your Socks Off Service, 3rd Edition

Managing Knock Your Socks Off Service, 3rd Edition

Chip R. Bell, Ron Zemke, John Bush
IBM InfoSphere Streams: Assembling Continuous Insight in the Information Revolution

IBM InfoSphere Streams: Assembling Continuous Insight in the Information Revolution

Chuck Ballard, Kevin Foster, Andy Frenkiel, Bugra Gedik, Michael P. Koranda, Senthil Nathan, Deepak Rajan, Roger Rea, Mike Spicer, Brian Williams, Vitali N. Zoubov
Contextual Pricing: The Death of List Price and the New Market Reality

Contextual Pricing: The Death of List Price and the New Market Reality

Robert Docters, Michael Barzelay, John G. Hanson, Cecilia Nguyen

Publisher Resources

ISBN: 9780814473689