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What Great Service Leaders Know and Do by Leonard A. Schlesinger, W. Earl Sasser, James L. Heskett

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Introduction

Why is it that customer service is still cited so frequently as being terrible, with evidence from your most recent bad airline experience offered up? It could be because a brighter spotlight on services has led to improved management and, with it, rising customer expectations. Airlines, for example, have never provided such dependable service to so many people. Good airline service, perhaps too fondly remembered 25 years later, is no longer remarkable or even adequate for customers who experience it much more frequently than their counterparts in earlier days. We still complain mightily when an airline service snafu occurs. Regardless of reasons why customers complain about the services they receive, or whether or not overall levels ...

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