Bob Hobbi is the founder, president, and CEO of ServiceElements. Mario Martinez is an associate professor of higher education at the University of Nevada, Las Vegas, and executive for ServiceElements International.
Defining Customer Service
p. 7
Profiling the External Customer
p. 13
From the Inside Out: Internal Customers
p. 27
Moving Beyond Sameness
p. 43
Make Time Count, Don't Count Time
p. 57
Cycle of Services Thinking
p. 73
Beyond Customer Expectations
p. 83
Putting it all Together
p. 95
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