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The Tool Kit

Improving Value To Internal Customers
Customer Satisfaction Principles Principles for designing and delivering quality customer experiences.
Customer Dissatisfaction Hidden Costs Shows that 90% of the cost of customer dissatisfaction is not obvious.
Customer Service Cases Short case studies of good and bad customer service delivery.
Department Change Process A multi-pronged strategy for moving a department towards a strong customer service orientation.
Customer Feedback Summary Summary report showing a department's customer service strengths and weaknesses.
Customer Interview Process Description of feedback will be obtained from a department's customers.
Customer Feedback Presentation Executive presentation that summarizes the findings of a department's customer feedback effort.
Customer Interview Guide Interview script for gathering a department's customer feedback.
Manager Meeting Design Meeting plan for helping a department's managers take corrective actions based on the customer feedback data.
Recommendations To Consider Recommendations to improve a department's customer service performance.

Neil's Bio

Better Transitions | San Jose CA

(408) 655-3954

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Leader Advisor and Career Advisor serving San Jose California, Silicon Valley, San Francisco, Northern California and the surrounding areas.