Good and bad service experiences die hard who can forget the hotel receptionist who went above and beyond the call of duty to accommodate a last minute change in travel plansin contrast to the sulky server at an expensive restaurant who clearly wanted to do anything but wait on you long time . What great service leaders know and do creating breakthroughs in service firms leonard a schlesinger leading a breakthrough service is different. Get this from a library what great service leaders know and do creating breakthroughs in service firms james l heskett w earl sasser leonard a schlesinger entire service businesses have been built around the ideas of heskett sasser and schlesinger pioneers in the world of service. The five skills of a breakthrough leader breakthrough leaders know that the vision doesn the role of the breakthrough leader is to create more . Based on decades of collective field experiences the authors present anecdotal evidence in support of eight things that great service leaders know and do great service leaders know that 1 leading a breakthrough service is different and they take steps to ensure repeated memorable service
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