Chapter 2

Looking at the Organization


The road to excellent customer service starts with your organization and how it functions—its mechanizations, its practices, and its rules and polices—and its inherent ability for flexibility and susceptibility for change. As part of your organizational appraisal into operational affects on customer service is to evaluate the present level of your delivery of customer service. To do this you’ll need the right information, accurate and timely, to formulate a plan for outstanding service—­laying the groundwork so that your plan will be successful. Most importantly, you’ll be better able to sustain that new great service that you’ll be offering.

The purpose of this chapter is to introduce you to ...

Get Expanding CustomerService as a Profit Center now with O’Reilly online learning.

O’Reilly members experience live online training, plus books, videos, and digital content from 200+ publishers.