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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
31
Great Service
Leadership in Action
Lead, follow, or get out of the way.
—Sign on a Marine Corps Training Center Door
Sure, we’re supposed to be role models. We know all about
making service excellence a priority and how we need to com-
municate the service vision,” they chided. “But, that’s just
consultant-talk. What does “being a service leader” look like
up close on a Monday morning when all heck breaks loose in
the call center or on the sales floor?
Remembering the lessons from Consulting 101, we chose
a small group exercise as a way of answering the question.
“Assume you implemented today a new unconditional service
guarantee,” we instructed the group. “The service guarantee
promised that if customers were not completely happy with
the service experience—how ...
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Publisher Resources

ISBN: 9780814473689