Many experts argue that despite the millions (billions?) being spent by organizations of all sizes, customer service is declining. Most will tell you that customers, in general, are less satisfied that ever. Why is that the case — and what can we do about it in our organizations or our career? Today’s PROJECT DISTINCT discusses the work done by groups like Ritz-Carlton and Porsche — where employees have probably not experienced the level of service that their customers have come to expect. And, Scott McKain reviews a recent blog post that helps us know specific steps to solve the problem.

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