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State-of-the-art consumers wish carrier that's speedier, higher, more affordable. yet how can corporations make sure that they're ready to satisfy that problem? the precise addition to best-selling writer Ron Zemke's "Knock Your Socks Off Service[registered]" e-book sequence, "101 actions for providing Knock Your Socks Off provider" offers readers with sensible instruments to aid meet their buyers' wishes. This set of robust routines teaches customer support managers and staff invaluable how one can aid their enterprises offer world-class provider and is helping them create an motion plan for development. This name is written within the comparable available and funny sort that made this sequence a vintage. Divided into 20-30 minute actions, this precious advisor may also help all readers enhance their provider and wow their buyers.
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Extra resources for 101 Activities for Delivering Knock Your Socks Off Service (Knock Your Socks Off Series)
Alternative Application(s) 1. This same process may be completed at a department or functional level, but should represent a broader application of the factors. (Note: Change the phrase to “The customer will experience my work group as _______________________________________ when. . ”) 2. The exercise also may be done from the perspective of either internal or external customers. Simply clarify that difference when setting up the activity. org/go/101ActDKYSOS • © 2009 AMACOM, a division of American Management Association.
Ask participants if they can think of a time when a customer expressed disappointment or when they were surprised by a customer’s reaction to something they said. 5. State that the goal of the next several days is to uncover and gather customer expectations. When you come back together as a group you will compile what you have learned. 6. Ask participants how they might determine customer expectations. ” 7. Using Part B of Activity 8, develop some questions associates can use to solicit information from customers as to their expectations.
With the information you have, ask participants what they might do to change, add, or eliminate behaviors to better meet the expectations of customers and deliver on the promises that have been made. PA R T A Use the following as resource material for developing the group discussion of kinds of promises. • Organizational promises are stated obligations that appear in many forms: advertising and marketing materials, warranties or guarantees, Web sites, contracts. ” • Customer-driven promises are implications that customer expectations will be met.