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What Great Service Leaders Know and Do:…
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What Great Service Leaders Know and Do: Creating Breakthroughs in Service…

by James L. Heskett

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This book covers every aspect of optimal service leadership: the best hiring, training, and workplace organization practices; the creation of operating strategies around areas such as facility design, capacity planning, queue management, and more; the use and misuse of technology in delivering top-level service; and practices that can transform loyal customers into owners.… (more)

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