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The Customer Service Solution: Managing Emotions, Trust, and Control to Win Your Customer’s Business by Richard Chase, Sriram Dasu

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CHAPTER6

TIME WARP: DURATION MANAGEMENT

 

How did it get so late so soon?

—Dr. Seuss

When we have reason to celebrate, we often choose a leisurely dinner at a nice restaurant to mark the occasion. We’ll dress more formally than usual, drive some distance, and order elaborate dishes, giving up an entire evening to the meal. As long as the food is good and the companionship is pleasant, the hours don’t drag. Attentive servers top off the beverages, supply tasty tidbits, deliver the courses, and pick up on our social cues for more or less interaction, all the while making sure that we know they appreciate our business. Each contact with the wait staff thus adds value to our time at the restaurant as we await the arrival of the main course.

All service ...

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