Chapter 2./img/idiot_great_41_la_0.jpg Service: It’s a Mission

In This Chapter
  • Getting past lip service
  • Making service a Mission
  • Making the Mission real
  • Testing the commitment to make the Mission real
  • Doing what you can

“The customer is King.” “We love customers.” “The customer is always right.”

There’s no shortage of lip service concerning customer service. Everyone seems to know the right words to say.

So why does it seem that you actually encounter great service so rarely?

Too many organizations that brag about their service do so because they think they should (it is the rage, you know). Or, just as dangerous, they really believe they already give the kind of service that creates ...

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