Excellent service delivery is a challenge for most organizations. While many aspire to this, data from a study of customer satisfaction shows that too few companies are able to deliver quality service. On the other hand, some organizations consistently deliver excellent service. This article reviews ten lessons of these tests service organizations have learned, and shows how these organizations use them to meet and exceed the ever-growing expectations of its customers. These lessons can be emulated by any organization wishing to such perfection. "Hide
by Robert Ford, Cherrill P. Heaton, Stephen W. Brown Source: California Management Review 19 pages. Publication Date: 01 Oct 2001. Prod. #: CMR214-PDF-ENG
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