Analysis of Tom Costello

This is the link for 2nd video cast

https://www.kayako.com/blog/customer-service-video…

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.