STEP TWO
Define Great Service for Your Organization
OVERVIEW
- Recognize what customers want
- Create customer loyalty
- Understand the importance of word of mouth
- Review leadership behaviors
After you have determined that there are solid reasons to be in your field, the next step is to define the elements of great service. This requires responses to the questions:
- What do your customers think is great service?
- What do your customers want?
- What creates loyalty?
Recognize What Customers Want
The answers to the previous questions might seem obvious, but they are not always apparent. What you think customers want may not be important to them at all. For instance, in the 1980s, leaders in some companies determined that it was critical for phones ...
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