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Uncommon Service: How to Win by Putting Customers at the Core of Your Business by Frances Frei, Anne Morriss (Hardcover, 2012)

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Author: Anne Morriss, Frances Frei. Is it convenience?. Friendliness?. Flexible choices?. How will you get paid for that excellence?. Get them to handle more service tasks themselves?. What will your recruiting, selection, training, and job design practices look like?.