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Chapter 7. The Winning Combination > Productivity Ultimately Involves the Quali...

Productivity Ultimately Involves the Quality of Service Provided to Customers

When new employees enter the work force, their main interest is usually career advancement. Advancement is encouraged because a strong focus on personal goals is motivating and has many other beneficial aspects to both employee and employer. But if self-interest goes too far, it can detract from the responsibility to fulfill job duties. A primary responsibility, often neglected by otherwise excellent employees, is developing an effective service attitude.

A service attitude is a desire to satisfy customers to the point where they will continue to use the firm’s services and bring in new clients as well. All employees should take time to identify who their customers are and then serve them in every way possible with a positive attitude. Implementing a customer service strategy will create a win-win situation for the client and the company. The result? Career advancement will be facilitated for the employee.


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