compared with
Current by Thor Henning Hetland
on Nov 04, 2008 11:39.

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* REQUIRED: Fulfill the Service Contract
* RECOMMENDED: Fulfill the expectations set to Customers by the Service Description (implicitly or explicitly)
* LEADING: Surpass the Customers expectations.
* LEADING: *Surpass the Customers expectations*.

The service must handle anything that is thrown at him/her
*Service Descriptions*

* Services are described both explicitly and *implicitly*
* Services need to be aware of their implicit responsibility (*customer expectations*) and adapt
* Customers are *trained* through extensive marketing and branding
* Great service descriptions and their related contracts are often adopted by competitors:
* *Great service descriptions* and their related contracts are often *adopted* by competitors:
** (IRL example: McDonalds & Burger King - What's the difference?)

Example: Evolution of the CustomerService
Example: *Evolution of the CustomerService*

* Started out for one client on basic WS-I tech