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Chapter 2

Do One Thing Better

with
Jeremy Hyde
Director, Customer Service Sun Country Airlines
WHAT'S INSIDE?
Chapter 2
Do One Thing Better
Great service standards are ambitious and aspirational. Turning them from theory into action can seem daunting. But small improvements achieved daily can drive monumental compounding effects over time.
In this chapter we will discover how you can...

• Use small wins to drive out-size gains and partner with your frontline workers along the way

• Ritualize improvement to your service standard

• Turn your service standards into impactful goals

Get the book
Chapter 2
How to set your service standards
"Connect service standards and goals..."
Great service standards are ambitious and aspirational. Turning them from theory into action can seem daunting. But small improvements achieved daily can drive monumental compounding effects over time.
In this chapter we will discover how you can...

• Use small wins to drive out-size gains and partner with your frontline workers along the way

• Ritualize improvement to your service standard

• Turn your service standards into impactful goals

Get the book
“If you're not able to connect the work someone is doing to the goals and aspirations of the organization, they start to feel like they're not a significant part of the success. When you do connect work to purpose, it’s like you light a rocket under your employees."
Jeremy Hyde
Director, Customer Service Sun Country Airlines
Learn more about
Jeremy Hyde
Few people know contact centers like Jeremy. He’s spent the bulk of his career in customer experience management, helping companies like Medica and UCare deliver an exceptional experience to their customers. He supports an incredible 1,800 employees and 3 million passengers in his current role.
Bring out the best in your frontline teams
If you're a frontline leader - the book is FREE!
And...it comes with a ‘bonus pack’ containing additional tools, membership to the Frontline Magic community and early access to community events and additional resources.
Get the book
Other contributors to this book
Chapter 3
"Cultivate a culture of learning and improvement..."
Joe Thornton
EVP/COO of HMS Host, former COO of Jamba Juice (also worked at Starbucks)
View author >
Chapter 4
"Gold stars are for everyone..."
Dan Cockerell
Ex. VP of the Magic Kingdom, Disney, Executive Coach
View author >
Chapter 5
"Building mastery in any frontline skill—customer communication, problem-solving, complaint handling, and so on—takes time. It takes multiple coaching touches, repeated practice sessions, and consistent reinforcement. "
Anna Egan
Customer Experience Manager, A1 Air Conditioning & Heating
View author >