September 2009
Beginner
208 pages
3h 53m
English
It is important to take time and give the following questions some serious thought. Be honest with yourself, and think your answers through in detail. You might also find it valuable to gather several people from your organization to discuss these questions as a group, exploring how each of you might answer the same questions differently. These opposing points of view and alternative ideas are critical to developing quality answers.
Looking at your competitors, where does the level of customer service you deliver rank in comparison to what they offer?
What do you believe are the top three to five moments of truth in your customer service delivery chain?
What are five new and innovative ways you could improve ...