JUN
27th
Posted by: Tony Wilkinson
What does the customer expect?
On time delivery, accurate & convenient delivery.
Undamaged goods that work effectively.
What if things go wrong?
Communicate!
No excuses, post mortem in private, take corrective action, consider root cause to prevent recurrence.
Customer perception is important - Even if the customer is wrong they are right!
A complaint = An opportunity for improvement.
Deliver the X factor. Shock them with your service.
Be aware of the customers marketplace,
DELIVER ON PROMISES!
recurrence
