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Identify the level of service required to distinguish their
organisation from others.
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Understand the value of the customer in terms of business
profitability, growth, referrals and feedback.
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Recognise that anything that does not create value for the
customer is simply creating unnecessary cost.
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Estimate the strength of their teams’ customer knowledge.
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Estimate their teams’ service skills.
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Estimate their teams’ experience in satisfying customers.
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Understand the basic characteristics and behaviours required
to support excellent customer service.
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Understand what customers want and how they make purchasing
decisions.
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Improve service levels by thinking what their customers
would want and expect in certain situations.
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Understand that service excellence requires excellence throughout
the value chain.
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Realise that we are all essentially providers and receivers
of service.
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Understand that we are all “value players” and collectively
responsible for brilliant service.
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Identify their position in the value chain.
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Identify how they can improve the level of service they
offer within the chain.
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Identify moments of truth within their organisation.
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Share and document best practice on how a customer should
be dealt with during these moments of truth.
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Share experiences of what can and has gone wrong in the
past.
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Apply basic problem solving skills to find the root cause
of problems.
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Deal with dissatisfied customers constructively.
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Identify ways to prevent problems from reoccurring.
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Document best practice for satisfying customers.
