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The Definition and Evolution of Exceptional Service
Coming up with a definition for great customer service is difficult—and vendor dependent. For example, when I’m at McDonald’s, my definition of customer service involves getting my order right, getting me my food fast, and delivering it with a smile. But that is what I expect—and McDonald’s knows that. They know their customers are looking for the right order, at the right price, in the right amount of time.
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Outlawing the Shrug
If you haven't seen the U.S. Cellular commercial that cuts to the core of bad service, check it out here: www.youtube.com/watch?v=tEtDDIBGggQ . I love this commercial!
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A Service-Driven Economy
Lehman Brothers went bankrupt on Monday, September 15. On Sunday, September 14, Merrill Lynch agreed to sell itself to Bank of America to stave off the same fate. To say the least, the economy is in a bit of a crisis. With my hard-earned money, I'm tempted to spend at the vendor or company that offers the lowest price for comparable products or services. But then I start thinking about what this price driven economy really costs us. The answer? A basic human right and expectation ó to be treated with dignity and respect.
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The Worst Service Ever!
Believe it or not, I've found a place that consistently delivers some of the worst service found in our society – any Department of Motor Vehicles (it's the MVA here in Maryland). As someone who has moved around quite a bit, I've had the displeasure of visiting offices in a number of states and one fact rings true in all of my experiences; these places are devoid of the basic elements of good service.
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Politics and Service: Not-so Strange Bedfellows
Like most people, both here and abroad, I am paying closer attention to our Presidential elections than ever before. The historic possibilities, coupled with the events of the day, have captured my attention in a way that was missing before. As a result of my new-found interest, I'm listening to political programming on the radio (POTUS 08, channel 130 for you XM Radio subscribers), watching political commentary on CNN, reading political newspapers like The Politico; and oh yes, speeches. I've heard speeches from every major candidate, both Democrat and Republican, and lots of high-minded rhetoric from just about every political analysis on the planet.
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