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The End of Customer Service Heroes

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https://hbr.org/2012/02/the-end-of-customer-service-he

In this excellent HBR podcast Frances Frei and Anne Morriss introduce the idea that we design jobs for people we wish we had rather than for the people we have. When it comes to service specifications it’s even worse: we design these for the perfect employee, and we tell stories of the perfect employee but that person rarely exists.

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