Today we sit down to talk with the legendary Professor Leonard Berry to talk about his book 'On Great Service' and his framework for improving service quality. Professor Berry has written ten books in all, including: Discovering the Soul of Service; On Great Service; Marketing Services: Competing Through Quality; and Delivering Quality Service.
Watch this episode: https://www.youtube.com/watch?v=6sjF8PNTyPQ
Read a transcript: https://www.intercom.com/blog/videos/leonard-berry-customer-service-excellence
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