CONTINUATION

Paula Grace A. Guevarra

 • A smile is cheap
37 to provide.
 • In a service, there’s
38 nothing more
important than time.
 • In any service, there
are four groups:
-the sick
39 -the early sick
-the worried well
-the well
 • The minute you think
40 you know how it
works, you’re dead.
 • The lowest person in
41 the firm is the often
the one talking to the
customer.
 • In multiple-site
businesses, you must ask
not only how
42 headquarters controls
branches, but also how
headquarters adds value
to branches.
 • A critical service firm
risk factor: (Burnout of
front-line people:
43 monitor it, and allow for
it.)
 • How our people deal
with customers will
be influenced greatly
44 by how we deal with
them.
 • Don’t
underestimate the
45 value of a nicely
turned phase.
 • What counts with
regard to
customization is not
46 what customer sees,
but what we have to
go through.
 • The essence of the
good service
manager:
47 -Find romance and
excitement in the
ordinary.
 • Service manager fosters a
commitment to service
by exemplary person
48 behavior, and engaging in
dramatic service
gestures.
 And I,
THANK YOU!