ON CUSTOMER SERVICE
Whether service is your primary product or only a part of it, delivery must be effective and dependable if it is to have value to the customer. The service must be predictable and uniform; the customer has to be able to depend on what it will look like in delivery, how long it will take to deliver and what it will cost.
A Big Mac is a Big Mac is a Big Mac.
Karl Albrecht and Ron Zemke - extracted from 'Speaker's Sourcebook II', Glen Van Ekeren, Prentice Hall, 1994.
(Fejn thobb il-qalb jimxu r-riglejn) Where the heart loves, there the legs walk - Maltese Proverb
Sutera Harbour Golf and Country Club
2 years ago
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