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09/20/2013
BY ALAN BRUNACINI IN RECENT COLUMNS, WE HAVE been discussing some of the pieces and parts that make up how we deliver service to our customers. We have covered the four basic behaviors (respect/kindness/patience/consideration) that add up to being nice. It is always useful to examine the various behavioral components that add up to producing an effective service delivery system. Consistently being nice is the result of our engaging in the four behaviors. When these behaviors are effectively extended to a customer, they become as operational as any other system we use to deliver service. In fact, when we add customer care to other tactical functions like rescue, fire control, and property ...

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