From the April 2008 issue of Harvard Business Review.
©2008 by the President and Fellows of Harvard College, All Rights Reserved; (P)2008 Audible Inc.
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"Essential Reading "
Another direct no nonsense approach towards improving customer service. I highly recommend this for Service Managers and above.
Very basic/elementary summary. I found the work of very little usefulness both at a tactical or strategic level. The 4 elements are not clearly indicated. This belies the title. Waste of time and money.
"Great listen for the price"
I enjoy HBR articles - there's always some insight you can get through a read, or in this case, a listen. Some good thoughts and insights.
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