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Analyzing Your Customer Service Barriers to Customer Service
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This lesson, Barriers to Customer Service, is the fourth of
nine. From this lesson, learners will come to understand the barriers that get
in the way of excellent customer service. They will learn about how and why most
organizations don’t have processes set up to satisfy the customers. By the end
of the lesson, viewers will have seen several examples of common barriers to
customer service and started to think about barriers to customer service in
their own organizations.
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Analyzing Your Customer Service Barriers to Customer Service
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This lesson, Barriers to Customer Service, is the fourth of
nine. From this lesson, learners will come to understand the barriers that get
in the way of excellent customer service. They will learn about how and why most
organizations don’t have processes set up to satisfy the customers. By the end
of the lesson, viewers will have seen several examples of common barriers to
customer service and started to think about barriers to customer service in
their own organizations.
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Analyzing Your Customer Service Customer Contact Map
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customer Contact Map, is the sixth of nine.
From this lesson, viewers will learn how to create a customer contact map to
list out the organization’s moments of truth. The lesson will instruct learners
to look at moments of truth from the customers’ perspective to ensure the list
is as accurate and complete as possible. In the end, learners will understand
that everyone is responsible for customer satisfaction, and creating a customer
contact map is the first step to getting there.
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Analyzing Your Customer Service Customer Contact Map
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customer Contact Map, is the sixth of nine.
From this lesson, viewers will learn how to create a customer contact map to
list out the organization’s moments of truth. The lesson will instruct learners
to look at moments of truth from the customers’ perspective to ensure the list
is as accurate and complete as possible. In the end, learners will understand
that everyone is responsible for customer satisfaction, and creating a customer
contact map is the first step to getting there.
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Analyzing Your Customer Service Customer Grid Analysis
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customer Grid Analysis, is the seventh of
nine. This lesson teaches learners how to analyze the moments of truth listed in
their customer contact maps with a customer grid analysis. This looks at the
importance to the customer and satisfaction to the customer to determine whether
practices should be discontinued, reevaluated, monitored, remedied, or
maintained. Learners will also be warned that customer satisfaction is a moving
target and what’s important to customers changes too.
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Analyzing Your Customer Service Customer Grid Analysis
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customer Grid Analysis, is the seventh of
nine. This lesson teaches learners how to analyze the moments of truth listed in
their customer contact maps with a customer grid analysis. This looks at the
importance to the customer and satisfaction to the customer to determine whether
practices should be discontinued, reevaluated, monitored, remedied, or
maintained. Learners will also be warned that customer satisfaction is a moving
target and what’s important to customers changes too.
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Analyzing Your Customer Service Customer Service Moments of Truth
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customer Service Moments of Truth, is the
fifth of nine. From this lesson, viewers will learn that every interaction with
a customer is a moment of truth that ultimately determines the success or
failure of a company. The lesson also offers examples to illustrate the
pervasiveness and importance of moments of truth. Finally, the lesson highlights
the fact that organizations get to choose the types and quality of their moments
of truth -- it is all within their control.
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Analyzing Your Customer Service Customer Service Moments of Truth
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customer Service Moments of Truth, is the
fifth of nine. From this lesson, viewers will learn that every interaction with
a customer is a moment of truth that ultimately determines the success or
failure of a company. The lesson also offers examples to illustrate the
pervasiveness and importance of moments of truth. Finally, the lesson highlights
the fact that organizations get to choose the types and quality of their moments
of truth -- it is all within their control.
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Analyzing Your Customer Service Customers Come Second
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customers Come Second, is the third of nine.
This lesson describes the book The Customer Comes Second by Hal Rosenbluth and
Diane Peters. Although the lesson indicates that both the customers and the
employees should come first, it does agree that employees must feel happy and
appreciated to create a positive work culture that results in exceptional
customer service. In the end, viewers will learn the three elements found in
engaged employees and how that can make a difference in customer service.
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Analyzing Your Customer Service Customers Come Second
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Customers Come Second, is the third of nine.
This lesson describes the book The Customer Comes Second by Hal Rosenbluth and
Diane Peters. Although the lesson indicates that both the customers and the
employees should come first, it does agree that employees must feel happy and
appreciated to create a positive work culture that results in exceptional
customer service. In the end, viewers will learn the three elements found in
engaged employees and how that can make a difference in customer service.
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Analyzing Your Customer Service Performance Excellence and Customer Service
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Performance Excellence and Customer Service,
is the second of nine. From this lesson, viewers will learn about the Baldrige
Excellence Framework and how it can be used to improve the core value of
customer-focused excellence. This lesson also provides key questions from the
framework that will build learners’ understanding of what it takes to offer
outstanding service. For more information on the Baldrige Excellence Framework,
visit www.nist.gov/baldrige.
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Analyzing Your Customer Service Performance Excellence and Customer Service
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Performance Excellence and Customer Service,
is the second of nine. From this lesson, viewers will learn about the Baldrige
Excellence Framework and how it can be used to improve the core value of
customer-focused excellence. This lesson also provides key questions from the
framework that will build learners’ understanding of what it takes to offer
outstanding service. For more information on the Baldrige Excellence Framework,
visit www.nist.gov/baldrige.
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Analyzing Your Customer Service Rating Your Focus on the Customer
Welcome to the Performance Excellenc Analyzing Your Customer Service’ series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Rating Your Focus on Customers, is the last
of nine. During this lesson, learners will have the opportunity to rate their
organizations on their overall focus on the customer. The lesson also highlights
the importance of rating quality competitively, with the understanding that
there is always room to improve. Finally, the lesson guides the learners in
analyzing their ratings and gauging what actions to take from there. After
completing this video course, viewers should feel prepared to look at customer
service in a whole new way and make an exceptional experience for all customers.
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Analyzing Your Customer Service Rating Your Focus on the Customer
Welcome to the Performance Excellenc Analyzing Your Customer Service’ series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Rating Your Focus on Customers, is the last
of nine. During this lesson, learners will have the opportunity to rate their
organizations on their overall focus on the customer. The lesson also highlights
the importance of rating quality competitively, with the understanding that
there is always room to improve. Finally, the lesson guides the learners in
analyzing their ratings and gauging what actions to take from there. After
completing this video course, viewers should feel prepared to look at customer
service in a whole new way and make an exceptional experience for all customers.
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Analyzing Your Customer Service Service as a Core Competency
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Service as a Core Competency, is the first of
nine. From this lesson, viewers will learn about the three types of
organizations based on strength and the strategies they use to succeed over
competitors. In relation to that, learners will receive information about core
competencies and the three criteria that make core competencies what they are.
Finally, they will be warned about factors that may threaten core competencies
and turn them into mere table stakes.
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Analyzing Your Customer Service Service as a Core Competency
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Service as a Core Competency, is the first of
nine. From this lesson, viewers will learn about the three types of
organizations based on strength and the strategies they use to succeed over
competitors. In relation to that, learners will receive information about core
competencies and the three criteria that make core competencies what they are.
Finally, they will be warned about factors that may threaten core competencies
and turn them into mere table stakes.
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Analyzing Your Customer Service Three Types of Value Add for Customers
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Three Types of Value Add for Customers, is
the eighth of nine. From this lesson, learners will learn about the three types
of value ad customer value add, business value add, and non-value add.
Ultimately, viewers will understand that customer value add and business value
add must be cultivated for the success of the organization, while non-value add
must be eliminated to get rid of waste.
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Analyzing Your Customer Service Three Types of Value Add for Customers
Welcome to the Performance Excellenc Analyzing Your Customer Service series
of video lessons meant to teach you how to make every contact with a customer a
positive one. This video lesson, Three Types of Value Add for Customers, is
the eighth of nine. From this lesson, learners will learn about the three types
of value ad customer value add, business value add, and non-value add.
Ultimately, viewers will understand that customer value add and business value
add must be cultivated for the success of the organization, while non-value add
must be eliminated to get rid of waste.
