Motivating the Front Lines

These days, when you can wait on hold for half an hour only to be told you've called the wrong help line, most people believe that customer service is a thing of the past. Nonexistent. Dead and gone.

Then there's the story of the technician who rushed to the airport to fix a customer's notebook computer while his customer was changing planes. Or the saleswoman who sewed the collar and cuffs from a white shirt onto a blue one to give her customer the exact product he'd seen in a

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