Shift Happens Bridging the Gap Between Awful and Awesome Customer Service

Are You Ready to Bridge the Gap? intricacies of delivering awesome customer service. The book identifies four important conceptual shifts that managers must make to enhance the organization's customer service culture. employees first need-to be served by well-trained, knowledgeable, and valued staff. of superior internal customer relations. a renewed focus on effective management practices to support their desire to excel. entire organization as a continuous strategic planning process and not an event that happens at the point-of-sale.