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How Outstanding Organizations Consistently Deliver Excellent Service
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- 1. By Cheryl Smith, IOM President, CultureSmith Consulting SELECT 2 How outstanding organizations consistently deliver excellent service
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Notas del editor
- QBQ – Coke story – Rock Bottom café in Minneapolis.
- When is the last time you were really wowed with great customer service? Tiffany’s Chic-Fil-A (Morgan) Forest Dental
- divine, unconditional, self-sacrificing, active, volitional, and thoughtful love
- Two days of training, just on how to be a lady or gentleman. Front line employees authorized to spend $2K, managers $5K.
- What tools do you have/need? When have you felt empowered? Do you know what is expected of you? Do you know what good service looks like for your job? (Customer Service Standards.)
- Forest Dental
- The goal is for everyone to make the customer happy, regardless of role, position or department. Vital Friends – who do you trust? Why? What’s one challenge you’ve faced this week or this month or this year? What’s one success?