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 | Author | Title/Subject | |
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 | Case Studies |
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| Change Management |
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| Charity |
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| Computers |
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| Consulting |
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| Culture |
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 | Customer Service |
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| Carlzon, Jan | Moments of Truth (Need for Measurement) | |
| Carlzon, Jan | Moments of Truth (15 Second Moments of Truth) | |
| Fritz, Jerry | Value of a Strong Customer Service Culture () | |
| Griesing, David | Quality: How to Make It Pay (Quality at the expense of service?) | |
| Happ, Ed | Goal of Customer Service (Brochure Quote: CS) | |
| Happ, Ed | The Team and The Fans (Case Study: The Stadium Analogy) | |
| Happ, Ed | The Case of the Cajun Popcorn (Case Study: on service flexibility) | |
| Happ, Ed | More Impersonal than an ATM (Case Study: The Local A&P) | |
| Happ, Ed | House calls for kids shoes (Case Study: Nordstrom kid's shoes) | |
| Happ, Ed | Your Car Will be Ready at Noon (Case Study: The Car Repair Story) | |
| Happ, Ed | The Dry Cleaner with the Rich Memory (Case Study: New Canaan Cleaners) | |
| Happ, Ed | Tour Guide, Senator and Cheer leader (Case Study: The Role of the Service Rep) | |
| Happ, Ed | Customer Service Exercises (CS Seminar Exercises) | |
| Happ, Steve | The Missing Hilton Hotel Coupon (Case Study: No Problem!) | |
| Hawken, Paul | Growing a Business (Responsiveness in...) | |
| Hawken, Paul | Growing a Business (You are the Company) | |
| Hawken, Paul | Growing a Business (Bureaucracy, Rules and Regulations) | |
| Kelley, Mike | The Case of the Runaway Treadmill (Case Study: Joe Rella's Story) | |
| Kelley, Mike | The Conference, and Lesson Plans (Case Studies Exercises) | |
| Kelley, Mike | Connecticut School District #14, School Bond Issue (Case Study 1: School District Bond Issue) | |
| Peppers, Don & Martha Rogers | The One-to-One Future: Building relationships One Customer at a Time (Brochure quote) | |
| Peters, Tom | Thriving on Chaos (Perception is Everything) | |
| Peters, Tom | Thriving on Chaos (Service Pays Handsomely: PIMS & TARP studies) | |
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