Lead with Your Customer: Transform Culture and Brand into World-Class Excellence

Chapter 13

Creating a Workplace That Strengthens Customer Service

The workplace is usually a physical setting, like a store or an office building—a place, P3, in the context of the World Class Excellence Model (see figure 4-1). It also includes the grounds around that building—the parking lot, the directional signage, and so forth. Though the obvious workplace is physical, some are virtual locations. Waiting on the phone line for an operator to transfer your call is an example of a virtual setting. Finding out the hours of operation on a website is another example of a virtual workplace. The working environment can be dedicated to the external ...