The Way You Make Me Feel

The Way You Make Me Feel

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Customers are thrilled by service which makes them feel important, if only for the moment. The Way You Make Me Feel is a collection of interactions which focus on the varying emotions that come into play as people provided and received service in everyday situations. It captures that fact that often there is a lack of alignment between what the provider of the service and the receiver of the service consider to be excellent. Prescriptions accompany each scenario to provide managers with ideas on how to improve the service offerings based on the lessons learned.set values which allow for an effective translation of internal service standards to the overall customer experience. ... With this appreciation, the correlation of internal customer standards with the external customer expectations would be moreanbsp;...


Title:The Way You Make Me Feel
Author: Donnovan Simon
Publisher:iUniverse - 2011-03-31
ISBN-13:

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