To Serve or Not to Serve?
By Mark Andrews
CKGSB Knowledge Magazine. December 2012
Lining up for a table at the Hai Di Lao Sichuan hotpot restaurant in Beijing is not such a bad experience–you get served tea and snacks and can even opt for a manicure while you wait–a welcome reprieve from other restaurants where creature comforts are an afterthought.
The latest battleground in the retail world of China is customer service. Competition is forcing companies from state banks and airlines to restaurants and auto showrooms to take greater care to attract and keep customers happy because Chinese consumers are becoming more savvy about, and insistent on, good service.
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