The World of Computer Software/World_Of_Computer_Software-02-386-Vol-2of3.iso/b/busserv.zip/QUIZ.DAT

Text File | 1991-04-11 | 1KB | 44 lines

*YAre facilities well maintained
*YAre personnel told when they are doing a good job
*NAre phone customers put on hold for 3 minutes rather than 30 seconds
*YAre personnel rewarded for customer retention
*NWhen the phone is answered is the name of the company garbled so that
the customer cannot understand it
*NDoes the customer go through a large number of interdepartmental transfers
before receiving help
*YDoes your business have a mechanism to regularly gather information about
your customers
! SATISFACTION MEASURES
!     EXAMPLES:
!TOLL-FREE TELEPHONE LINES
!CUSTOMER COMMENT CARDS
!MANAGEMENT VISITS TO
!     CUSTOMERS
!ANALYSIS OF COMPLAINTS
!SURVEYS OF FORMER
!     CUSTOMERS
*YAre visible people adequately groomed and dressed
*YDoes your company image compliment current trends in
customer thinking
!Examples:
!a.Environmental impact
!   of product or service.
!b.Whether made in America
!c.Employment practices
!d.Health content.
!
!Black consumers have
!more concern with
!political and civil
!rights .
*NAre response time measures convenient for your business but out of touch
with customer expectations for this type of service for the community and
the size of the business.
!Technical Assistance
!Research Program
!reported a financial
!service company that
!gave a 14-21 day
!response to inquiries..
!even though most customers
!expected 7 day responses.