Customers are thrilled by service which makes them feel important,
if only for the moment. The Way You Make Me Feel is a collection of
interactions which focus on the varying emotions that come into
play as people provided and received service in everyday
situations. It captures that fact that often there is a lack of
alignment between what the provider of the service and the receiver
of the service consider to be excellent. Prescriptions accompany
each scenario to provide managers with ideas on how to improve the
service offerings based on the lessons learned.
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