Best Practice: CREATING CUSTOMER DELIGHT


BE KNOWN BY THE USTOMERS


E S


1 2


3 4 5 6 7


8 9


10 22 PAGE Our first customer goal is to keep our customers.


Our second customer goal is to keep them happy with services and products.


Our third customer goal is to contribute to our customers’ prosperity so that we in turn may enjoy prosperity.


Our fourth customer goal is to ensure that our customers and the general public think well and speak well of us.


Our fifth customer goal is to help attract new customers and to keep and satisfy them, too.


Our sixth customer goal is to maintain good communication with our customers at all times.


Our seventh customer goal is to realize that every customer who complains is doing us a favor and should be afforded every courtesy.


Our eighth customer goal is to act fairly and promptly to resolve complaints—and to build better and more lasting relationships with our customers when we do.


Our ninth customer goal is to make customer service and effective complaint handling a company-wide responsibility, involving all departments and all personnel.


Our tenth customer goal is to be known as the company that keeps its customers because it treats them fairly.


NOWN BY THE CUSTOMERS YOUOU KEEPEEP


Bill Byrne VistaComm CEO


everal years ago I filed a sheet of paper with the title, “A Company Is Known by the Customers It Keeps.” It contained 10 customer goals.


Page 1  |  Page 2  |  Page 3  |  Page 4  |  Page 5  |  Page 6  |  Page 7  |  Page 8  |  Page 9  |  Page 10  |  Page 11  |  Page 12  |  Page 13  |  Page 14  |  Page 15  |  Page 16  |  Page 17  |  Page 18  |  Page 19  |  Page 20  |  Page 21  |  Page 22  |  Page 23  |  Page 24