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Wired and Dangerous
book

Wired and Dangerous

by Chip R. Bell, John R. Patterson
May 2011
Intermediate to advanced content levelIntermediate to advanced
224 pages
5h 58m
English
Berrett-Koehler Publishers
Content preview from Wired and Dangerous

CHAPTER 6How the Service Covenant Can Be Rebalanced

“There is absolutely no ambiguity about the true meaning of a back blast,” barked the Army sergeant as he cautioned recruits in boot camp to avoid getting behind an anti-tank bazooka (now the M72 LAW) about to be fired. How many things in life have “absolutely no ambiguity about their true meaning”?

It got us thinking about the true meaning of “customer service.” If the restaurant has salt and pepper on your table, is that customer service? What if they gave you an air-conditioned room in which to dine in the summer? Would you call the elevator in the office building customer service? How about the ATM machine?

Some might say yes to all. They would broad-stroke it all, from condiments on the ...

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Publisher Resources

ISBN: 9781605099767