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Surprise! by Vincent P. Magnini

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CHAPTER 7

Employees’ Ability to Surprise

Introduction

This chapter outlines how there are certain characteristics that a frontline employee needs in order to possess the capability of deriving and implementing customer surprise tactics.

To foster a culture within your organization in which innovative surprise ideas germinate routinely, you need to hire employees who are creative.

Occasionally, vehement job applicants will demonstrate their creativity without being prompted to do so. The hypercompetitive job market triggered by the recent recession prompted some individuals seeking employment to take measures to stand out in the application process. ...

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