The purpose of this book is to provide a comprehensive theoretical framework as well as practical strategies—not just for survival but for a true search for excellence in the uncertain and ever-changing world of customer service management.  The theoretical framework is based on the notion that customer service contains three key variables: a promise, a process, and people. After going through the step-by-step process of service management, the reader will have the necessary understanding and skill to choose the right strategy for the right circumstances, to design service processes, to identify the means and methods to implement these processes, and to measure the outcome.  

Leading the Service Wave

Leading the service wave

If you want to build a ship, don't herd people together to collect wood and don't assign them tasks and work, but rather teach them to long for the endless immensity of the sea.

—Antoine de Saint-Exupery


After completing this chapter, you should be able to

  • Understand the role of leadership in service
  • Identify characteristics of leadership behaviors
  • Understand why organizations often fail to involve and empower employees
  • Realize the importance of collective leadership for organizational success
  • Understand the changing role of management in service


Changes in our daily lives and corporate environments force organizations to reexamine their strategy toward their markets, their employees, and their customers. Globalization, advanced technology, and communication compel all organizations to acquire a competitive advantage ...

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