What This Initiative Is About Increasing your internal and external service standards are pivotal for your organization to be or remain world class. Unfortunately, today, only the brightest appreciate that if the “heart-ware” of an organization is not first orientated towards Service Excellence, there is precious little focusing on the “soft-ware” and “hard-ware” will ever do. Without a shadow of

Introduction To benefit from service innovations, your organization needs to create NEW breakthrough service value propositions. Come explore the emerging world of often overlooked service innovations and solve your major service problems with greater efficiency than ever before. Also, through this initiative, get ready to truthfully examine your organization’s real challenges, discuss the issues behind the issue and ultimately come

Introduction The world of Service has gone Social. Where previously your customers had no choice but to provide their compliments, complaints and comments to you, today they have more channels and more choices than ever before. Thus they are bypassing you and your organization, airing their unedited thoughts publicly, inviting others to jump on their bandwagon, creating viral effects, with