business process Archives - Shep Hyken | Customer Service Expert

I love a good hockey game, and my favorite team is the St. Louis Blues. I recently went to a game where a puck fluttered over the protective glass and hit a fan squarely in the head just a few rows in front of me. The blood started to flow. Within seconds, an usher was beside the gentleman who, other than the gash on his head, seemed to be okay. What happened next was a system or process that had been honed to perfection. (more…)

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