Frances Frei & Anne Morriss: Uncommon Service

UPS Foundation Professor of Service Management at Harvard Business School, Frances Frei; and Managing Director of the Concire Leadership Institute, Anne Morriss; co-authors of Uncommon Service, describe how despite the fact that we are wired for service, it's not enough to demand it from your employees. Instead, companies must design service right into the very core of their entire organization. Frances and Anne provide the framework to put into action a system that allows companies to deliver great service, in any industry, regardless of the employees, customers, or situations. The new model identifies four universal truths about customer service, and weaves customer service into the entire organizational tapestry. Anne and Frances also offer advice for shaping company culture to work with that design that builds in exceptional and sustainable long term service.