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The challenge, I think, is to create a service culture that doesn’t focus so hard on the “big picture” that it loses sight of the details that have the potential to live on in customers’ minds.



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Written by elainerogers
4588 days ago

So many people seem to thing that mediocre service is "adequate" and will pass for service.

Unfortunately, because we are subjective human beings, and relate to the person we deal with as consumers, the smallest thing can make an overall experience unsatisfactory.

Attention to detail and constant smile would go far :)

I like your way of building on best practice - based on real experience and not just something from a text book - great piece Diana!
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Written by HeatherStone
4613 days ago

Awesome post, Diana,

There's an old saying! God is in the details. It's especially true in small business, I think, including in customer service.
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