What steps are you taking to make all front line employees the smartest, best resourced, most empowered service providers in the neighborhood?
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What steps are you taking to make all front line employees the smartest, best resourced, most empowered service providers in the neighborhood?
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Talk
to 100 grandparents about how customer service has changed and you will get a
common theme--the soul of service has been removed. Probe a bit further and you learn that “soul”
is the spirit of other-centered care laced with generosity, true compassion,
and an unmistakable desire to add value not just fulfill an obligation. It is the power of the extra straw.
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What does this important outcome say to service providers everywhere no matter the industry? It says the great work on service reliability done by Professor Len Berry remains an important element of service success in today’s turbulent economy. It requires that you make sure your selection process identifies people who genuinely care and see their work as much more than just a job. It means insuring all of the processes and practices you utilize to deliver the customer experience consistently and reliably support your customers’ desired overall outcome.
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