Defining and Appreciating the Customer

• The External Customer
• The Internal Customer

Internal Customer Service

• The Importance of Internal Customer Service
• Barriers to Good Internal Customer Service
  • Employee Motivation
  • Silo Mentality
  • Destroying the Silos

The Customer Service Ladder

• From Dissatisfaction to Delight
• From Suspect to Ambassador
• Going Up the Ladder
• The Kano Model:
  • The Basic Musts
  • Performance Features
  • Delight Features of Service
• Spoiling the Customer

Customer Service as a Strategic Imperative

• The Customer Oriented Organization
• Customer Service and the Mission of the Organization
• Importance for Profit as well as for Non-Profit Organizations

Understanding the Customer's Service Needs

• Not all Customers are Alike
• Principles of Customer Segmentation
• Focus Groups
  • Principles and Preparation
  • Implementation and Analysis
• Customer Satisfaction Surveys
  • Principles and Design
  • Implementation and Analysis
• Customer Complaints
  • Receiving and Documenting Complaints
  • Responding and Solving Complaints
  • Root Cause Analysis

Customer Service Recovery

• The Customer Recovery Paradox
• Recovery Strategies:
  • Anticipate the Need for Recovery
  • Fast Decision Making
  • Empowered Front-Line Employees
  • Trained Employees

Monitoring Performance

• Customer Service and the Balanced Scorecard
• Customer Service Key Performance Indicators (KPIs)