Analysis of Tom Costello

This is the link for 2nd video cast…

Once there, go to the 3rd one, which is called

3. Creating guest evangelists through customer service

Questions after you have watched:

  1. What is Tom Costello trying to do?
  2. How does he measure success?
  3. What is the Service Leadership Model?
  4. Which principles from the text – Uncommon Service, does he speak to or address?
  5. Explain why you feel this way.

I understand the last two may be difficult without the text, but there’s plenty of online quotes from the book to get a general sense of its direction.