Check out this article in the San Diego Business Journal.
http://www.sdbj.com/news/2010/aug/30/communication-key-avoiding-legal-conflict-workplac/
This is exactly what we’ve been talking about when we talk about the Science of Service. There are Essential Elements in an organization’s effort to create a culture of great service. Giving people written standards and expectations (definitions really) of what great service means, is one of those elements. How is someone supposed to provide great service, if they don’t know what that means? Do you have written expectations for making a great impression during any kind of customer contact?
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