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Building a winning service organization by mastering the rules of the game
Meeting customer expectations
Respecting customer needs
Utilizing customer talents
Managing personal contact through hiring and training
Managing personal contact through reward systems
Managing nonpersonal contact with a personal touch
Designing a customer-focused service system
Creating a service culture.
Meeting customer expectations
Respecting customer needs
Utilizing customer talents
Managing personal contact through hiring and training
Managing personal contact through reward systems
Managing nonpersonal contact with a personal touch
Designing a customer-focused service system
Creating a service culture.