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Truth Number 1: You Can't Be Good at Everything--How to Make the Right Trade-Offs to Deliver Exceptional Customer Service
Frei, Frances X.; Morriss, AnneBook Chapter HBS-8922BC-EService and Operations ManagementMost companies treat service as a low-priority business operation, keeping it out of the spotlight until a customer complains. Then service gets to make a brief appearance--for as long as it takes to calm the customer down and fix whatever foul-up jeopardized the relationship. In "Uncommon Service," from which this chapter was taken, Frances Frei and Anne Morriss show how, in a volatile economy where the old rules of strategic advantage no longer...Starting at €8.20
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Begin with Trust
Frei, Frances X.; Morriss, AnneArticle HBS-R2003H-EKnowledge and Communicationauthenticity, logic, and empathy. People tend to trust you when they think they are interacting with the real you (authenticity), when they have faith in your judgment and competence (logic), and when they believe that you care about them (empathy). When trust is lost, it can almost always be traced back to a breakdown in one of these three drivers. This article explains how leaders can identify their weaknesses and strengths on these three dime...Starting at €8.20
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Stop Holding Yourself Back
Morriss, Anne; Ely, Robin J.; Frei, Frances X.Article HBS-R1101P-ELeadership and People ManagementPeople overemphasize personal goals, protect their public image, turn their competitors into two-dimensional enemies, go it alone instead of soliciting support and advice, and wait for permission to lead. Troy, a customer service manager, endangered his job and his company's reputation by focusing on protecting his position, not helping his team; when a trusted friend advised him to change his behavior, the results were striking. Anita's insiste...Starting at €8.20
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Customer-Operator Letter Writing Exercise
Frei, Frances X.Case HBS-608126-EThe exercise involves having students write letters to an organization of their choice describing their operating experience at a detailed level. The companies' responses are paired with the students' letters and the entire collection is made available to the class. The collection can be compelling. Students are quick to sense which organizations value customer communications as meaningful operational input. They find highly instructive the frequ...Starting at €8.20
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 5. Strategy
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1120BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20
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The Four Things a Service Business Must Get Right
Frei, Frances X.Article HBS-R0804D-EService and Operations ManagementThis article includes a one-page preview that quickly summarizes the key ideas and provides an overview of how the concepts work in practice along with suggestions for further reading. Many of the management tools and techniques used in service businesses were designed to tackle the challenges of product companies. Although they are valuable to service managers, they aren't sufficient for success. In this article, Harvard Business School's Frei e...Starting at €8.20
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 6. Culture
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1121BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 2. Trust
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1117BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 4. Belonging
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1119BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20
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Unleashed: The Unapologetic Leader's Guide to Empowering Everyone Around You, 1. It's Not About You
Frei, Frances X.; Morriss, AnneBook Chapter HBS-1116BC-EFrances Frei and Anne Morriss offer a different worldview on leadership. They argue that popular leadership advice glosses over the most important thing you do as a leader: build others up. Leadership isn't about you. It's about how effective you are at eStarting at €8.20