CHAPTER 12The Goal of Every Job: Serving Your Customer

What to Expect: In this chapter you will better understand what it means to be customer-focused. You will learn how to identify who your customer is as well as the benefits of always serving your customer first.

Quality in a service or product is not what you put into it. It is what the client or customer gets out of it.

—Peter Drucker

If you’re not serving the customer, your job is to be serving someone who is.

—Jan Carlzon

Everyone can recall a terrible customer service story: Five calls in to a company’s call center and still no resolution to the problem they created. Ordering something online, getting shipped the wrong item, and then having to pay a restocking fee to get what you actually ...

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