Chapter 5

The Quest for Customer-Service Excellence

Introduction

Your overall business plan, your policies, your strategy, basically every little thing you do as a company, should be in sync with your customer-service goals. Your customer-service staff cannot single-handedly carry you to the heights of customer-service nirvana, if they are fighting customer-unfriendly rules, policies, facilities, procedures, and so on. Keep in mind our Customer’s Top Ten List when you re-examine your Touch-Points. All those Touch-Points must be pleasant strokes, or you are defeated. Remember, it’s the little touches that sometimes are the most important Touch-Points for the customer—and it’s the “nickel an hour” employee whom the customer usually has direct ...

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