Defining and Appreciating the Customer

• The External Customer
• The Internal Customer

Importance of the Internal Customer

• Barriers to Good Internal Customer Service
  • Employee Motivation
  • "Silo" Mentality
• Destroying the Silos

The Customer Loyalty Ladder

• 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

Customer Satisfaction Surveys and Other Vital Tools

• 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
• RATER in-Depth
• Customer Complaints
• Receiving and Documenting Complaints
• Responding to 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

Service Level Agreements (SLAs)

• The "What" and the "Why" of SLAs
• SLAs for Internal and External Customers
• Elements of SLAs
• Customer Requirements
• Supplier Specifications
• Actions and Measurements

The Balanced Scorecard and Customer Service

• Understanding the Balanced Scorecard
• The "Customer" Dimension
• Organizational Impact

Key Performance Indicators (KPIs) for Customer Service

• Characteristics of "Good" KPIs
• Building Customer Service KPIs