Service Manager Management Manual

Author: Wang Wei / Sun Dong
Publisher:
Publish Date: 2005-06-01
Features: When a blind person left his friend's house, it was already night. His friend lit a lantern for him. He said, "I'm blind, what's the use of a lantern?" His friend replied, "To avoid being bumped into by others in the dark!" He was grateful and set off with the lantern. But he was still knocked down by a passerby. He said to the passerby, "I'm holding a lantern, can't you see it?" The passerby said, "Your lantern has already gone out!" This story teaches us: Having a lantern in hand is not enough; what matters is having a light in your heart; merely borrowing someone else's lantern is not enough; you must also have your own light; others' help is an external factor, but the key is self-reliance; be grateful to those who help you, but don't rely on them; you must walk your own path, and no one can replace you.
A system is usually composed of two parts: "theoretical logic" (why it's done) and "technical logic" (how it's done). The failure in the story lies not in the former but in the latter, and this is precisely where the weakness of service management lies—lack of scientific rigor. This book is designed and written for the "technical logic" (how to do it) aspect, aiming to build service teams through service management training—the "Golden Key" service team.