```json
{
    "title": "Great article on Customer Service — Again, Performance Excellence",
    "url": "https://performancezen.com/2005/01/11/great-article-on-customer-service-again-performance-excellence/",
    "datePublished": "2005-01-11",
    "dateModified": "2005-01-11",
    "language": "en-US",
    "description": "Matthew Homann of the [non-billable] hour has a link to a great read at Working Knowledge, a journal from the Harvard Business School. Titled Nail Customer Service, it reminds us…",
    "author": "spierzchala",
    "publisher": "Performance Zen"
}
```

# Great article on Customer Service — Again, Performance Excellence

Matthew Homann of [the \[non-billable\] hour](http://thenonbillablehour.typepad.com/) has a link to a great read at [Working Knowledge](http://hbswk.hbs.edu/), a journal from the Harvard Business School. Titled [Nail Customer Service](http://hbswk.hbs.edu/item.jhtml?id=4569&t=dispatch), it reminds us that quantifying good customer service sometimes means stepping back and re-examining how you are trying to deliver it.

A good quick read with some great insights.