PART TWOCHOOSING EMOTIONAL COMPETENCE
We see things not as they are.We see things as we are.
—Anais Nin
Organizations have a choice about how they view their service relationships. Some see service as little more than a necessary evil, while others view service relationships as the magnet that keeps customers coming back over and over again. Some see service as emotional labor; others choose to view it as emotional competence.
In today’s world, high-tech companies charge for service, even offering different packages for different levels of service. Airlines have long done this with coach-class, business-class, and first-class distinctions. The assumption these companies make is that service competency has intrinsic value and can be ...
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