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Customer Service Lessons from City National Bank — and Disney

Receiving Wide Coverage ...

Customer Service: The Times’ “Corner Office” Sunday column on management styles featured a Q&A with Russell Goldsmith, the CEO of City National Bank in Los Angeles. He describes a motivational companywide storytelling competition, in which employees are invited to share examples of how they or their colleagues “helped a client by going the extra mile.” The winning storytellers get iPads and the protagonists who actually went that extra mile get cash bonuses.…

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