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The Legacy of Arthur Andersen: A Model for Excellence by Francisco López, Carmelo Canales

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12. Service

The values driven by the idea of Service are quality, innovation, respect for the client and the wish to give him positive surprises.

In the Andersen culture, satisfying the client was a dogma. But the watchword was not just satisfying the customer by fulfilling his mandate, even to his highest expectations; the watchword was to work until those customer expectations were exceeded: “Exceed client expectations”.

Customer service orientation” is also one of these slogans we are used to find in all company definitions of vision, mission and values. Indeed, any company is basically supported by its capacity to offer valuable products or services to its customers, who, just because they perceive this value, are ready to pay for it. That ...

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