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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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CHAPTER 5The Nuts and Bolts of Breakthrough Service Operations

What great service leaders know: effective service operating strategies have to create value for employees, customers, and investors.

What great service leaders do: they ensure the achievement of the leverage and edge that produces win-win-win results—the service trifecta.

Caesar’s Entertainment, the gaming company, has a policy for its high-lifetime-value customers (called Diamonds and Seven Stars in the company’s Total Rewards customer loyalty program) that calls for them to always be next in line for whatever service they seek at a Caesar’s facility. Additional lines will be created for them if necessary. Thus, at cashiers’ windows, if the line for high-value customers has two ...

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