CHAPTER 1

Secret Service Systems:

Creating Behind-the-Scenes Systems

In the new world of fanatical customer service, even small companies never sleep and no request is too ridiculous. That intensity is evident among cutting-edge companies.

—Inc. Magazine, April 2001

“Service in America today has never been worse.” This is a quotation from a book on customer service written more than 25 year ago, and this feeling has been expressed in dozens of books published since then. Regardless of whether it is true that service continues to decline or our mindset is that customer service in America has reached its lowest point, there can be definite advantages to the public having a poor perception of customer service. The most important of these is that ...

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