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Wired and Dangerous by Chip R. Bell, John R. Patterson

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CHAPTER 6How the Service Covenant Can Be Rebalanced

“There is absolutely no ambiguity about the true meaning of a back blast,” barked the Army sergeant as he cautioned recruits in boot camp to avoid getting behind an anti-tank bazooka (now the M72 LAW) about to be fired. How many things in life have “absolutely no ambiguity about their true meaning”?

It got us thinking about the true meaning of “customer service.” If the restaurant has salt and pepper on your table, is that customer service? What if they gave you an air-conditioned room in which to dine in the summer? Would you call the elevator in the office building customer service? How about the ATM machine?

Some might say yes to all. They would broad-stroke it all, from condiments on the ...

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