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Publisher's Summary

Dr. Tony Alessandra Interviews Shep Hyken on Moments of Magic.

Shep Hyken believes that if you just work to satisfy customers, you are just average and in danger of losing your customers. Shep discusses the importance of speed in customer service; it's the difference between good service and incredibly great service. Consistency of your customer service effort is crucial to creating moments of magic for your customers.

©1996 Dr. Tony Alessandra (P)2006 Dr. Tony Alessandra

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