Move beyond the script
While using a process to deliver service can be useful, it makes far better business sense, in terms of retaining and growing customer loyalty, to encourage employees to move beyond the script and offer customers what they really, really want, argues Brice Adamson
There is a scene in the Disney/Pixar movie The Incredibles where insurance claims inspector Bob Parr, aka Mr Incredible, who is employed to use small print and bureaucracy to avoid paying out, tells a
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