Herbert M. Sancianco

Creating Great Customer Service

This book is a great and practical guide in developing a company's customer service program from scratch.

In some cases, there may be a need to improve on an existing one that is deficient in many ways. It will help a company—large or small—to determine how their customer service program should be developed to keep customers happy and satisfied.
174 printed pages
Original publication
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  • eugeniossavvahas quoted6 years ago
    Step 2: Analysis
    This part focuses on the SWOT matrix. The SWOT matrix is a list of each data attribute related to the research data’s findings where the STRENGTHS, WEAKNESSES, OPPORTUNITIES, and THREATS are established.
  • eugeniossavvahas quoted6 years ago
    CUSTOMER PROMISE is a statement or set of statements that briefly describes what the customers can look forward to in the product they will purchase or a service that will be engaged.
  • eugeniossavvahas quoted6 years ago
    Once they have been identified, a walk-through exercise should be conducted to determine and benchmark what the ocular experience yields so that current strong and weak points of each possible customer encounter can be established and formally recorded.

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