How do they like to be treated?
o Telephone courtesy, e.g., what do they think of you using automated answering machines?
o Promotional material, e.g. how would they react to you sending them promotional material on a regular basis?
How do they expect the goods or services to be represented?
o Is your distribution network satisfactory?
Reflective questions are structured so that the person answers in a particular way, to make their needs clear, e.g. Why does this product interest you?
Employees who are polite, attentive to customer's needs and are able to build rapport
Employees who have good knowledge of the organisation's products or know the correct person to pass an enquiry on to; and actually follow through with enquiries
Having goods and services that are reliable and reasonably priced
• Having complaints dealt with promptly and with understanding
• Being treated with respect and without prejudice
• What are the most important areas in my service improvement plans? Are they:
o Team member service behaviours
o Improving product quality
o Increasing sales
o Improving service timeliness
o Improving service flow
o Reducing customer complaints
What would be the impact if the service improvement plan went wrong?
How do these areas support the organisation's service strategy?
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