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Surprise! by Vincent P. Magnini

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CHAPTER 8

Expertise Awareness in Organizational Relationships

Introduction

The best customer surprise strategies are often the result of employees within a firm collaborating in idea generation and implementation. Such collaboration is significantly enhanced if employees know where one another’s expertise lies. Therefore, this chapter details ways to increase expertise awareness between employees.

a·ware·ness / uh-wair-nis/ noun

1. the state or condition of being aware; having knowledge

2. consciousness

In his recent book, Uplifting Service, well-known customer service author Ron Kaufman suggests the following item when interviewing job candidates ...

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