July 2011
Intermediate to advanced
137 pages
3h 35m
English
Content preview from The Legacy of Arthur Andersen: A Model for ExcellenceBecome an O’Reilly member and get unlimited access to this title plus top books and audiobooks from O’Reilly and nearly 200 top publishers, thousands of courses curated by job role, 150+ live events each month,
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12. Service
The values driven by the idea of Service are quality, innovation, respect for the client and the wish to give him positive surprises.
In the Andersen culture, satisfying the client was a dogma. But the watchword was not just satisfying the customer by fulfilling his mandate, even to his highest expectations; the watchword was to work until those customer expectations were exceeded: “Exceed client expectations”.
“Customer service orientation” is also one of these slogans we are used to find in all company definitions of vision, mission and values. Indeed, any company is basically supported by its capacity to offer valuable products or services to its customers, who, just because they perceive this value, are ready to pay for it. That ...
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