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Tagged with 'Three Rings of Perceived Value model'

Attributes of Cynical and High Service/Quality Cultures

“I owe, I owe, so off to work I go.” “Work sucks, but I need the bucks.” “I’d rather be fishing/sailing/golfing/…” Surveys show that these phrases express the feelings of a growing number of frontline performers today. Too often these contagious feelings spread throughout a team or organization. How many of these attributes of cynical […]

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Do You Agree on What Customer Service or Quality Is?

Customer service and quality is one of todays most talked about and least understood concepts. Service/quality is a very slippery concept. It’s exasperatingly difficult to define and a source of great confusion to many managers. There’s a wide range of differences in premises, concepts, and even in the meanings of key words. Definitions of “service/quality” […]

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