Let's go back to the ongoing case you selected. This will be either your current employer, a specific organization you
Let's go back to the ongoing case you selected. This will be either your current employer, a specific organization you want to work in, or one of the two hypothetical organizations described in Chapter 1: Independent Auto Sales and Service (IAS) or Network Nutrition Distributors (NND). Now consider the following questions as you develop a customer service strategy.
Strategy Planning Questions
1. If you were leading the organization's customer service efforts, what are five key behaviors you would want your employees to apply? Be specific, recognizing that you may not be able to do all things at first. Target the behaviors that would have the strongest impact. (Be sure you are clear about the distinction between behaviors and attitudes/goals, and so on. You want to apply explicit, observable actions whenever possible.)
2. What actions could you take to get others in the organization to do these specific things?
3. What specific behaviors have you experienced in your roles as a customer in various businesses that seemed especially effective, memorable? Which of these could you apply to your organization?