Wired and Dangerous by Chip R. Bell

Author:Chip R. Bell
Language: eng
Format: epub
Publisher: Berrett-Koehler Publishers
Published: 2011-04-22T04:00:00+00:00

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Understanding customers in times of trial and tribulation includes getting insight into their expectations. If a solution or repair to the service covenant is in the offing, knowing the customer’s expectation for resolution is vital. A customer’s expectations can be as unique as the body shape and inner functioning a patient presents to a doctor. But just as in medicine, there are fundamental similarities that can guide our efforts. The basic likeness of two different human’s kidneys enables physicians to perform kidney surgery using a reliable set of norms, protocols, and prognoses. There is an apt parallel in service recovery expectations. We all want personalized treatment, but our individual visions of what that entails can share a lot of similarities. Think of your role as that of a service doctor.

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