The whole concept of remembering that great service is ultimately given one customer at the time-of being willing and able to break the rules when we need to give great service to a guest; of identifying and making moments of truth into positive outcome-is inspiring, because it demonstrates how each of us as individuals really can make a difference every day for our customers and for our organizations. It's also a little intimidating if I really stop to think about it long. Because opportunities missed are..opportunities missed...and much needed sales and very real customers are lost.
con referencia a: Service Excellence: Giving Great service with Pasion "The Bottom Line" (ver en Google Sidewiki)
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