HPMD Quotes & Sources
28 THE PRINCIPLES OF DISTINCTIVE SERVICE
"These five factors are fundamental tactics used to build and manage extraordinary levels of customer satisfaction and loyalty, In brief:
* The Service 101 listen to, understand, and respond --often in unique and creative ways-- to the evolving needs and constantly shifting expectations of their customers.
* They establish a clear vision of what superior service is, communicate that vision to employees at every level, and ensure that service quality is personally and positively important to everyone in the organization.
* They establish concrete standards of service quality and regularly measure themselves against those standards, not uncommonly guarding against the "acceptable error" mindset by establishing as their goal 100-percent performance.
* They hire good people, train them carefully and extensively so they have the knowledge and skills to achieve the service standards, then empower them to work on behalf of customers, whether inside or outside the organization.
* They recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the successes of employees who go "one step beyond" for their customers."
Short Quote:
"[The top service companies] recognize and reward service accomplishments, sometimes individually, sometimes as a group effort, in particular celebrating the successes of employees who go "one step beyond" for their customers." Ron Zemke
© Copyright 1996, 2000, HP Management Decisions Ltd., All Rights Reserved.
| Author: | Zemke, Ron with Dick Schaaf |
| Title: | The Service Edge |
| Periodical: | |
| Volume: | |
| Number: | |
| Publisher: | NAL Books |
| Place (City): | New York |
| Publication Date: | 1989 |
| Pages: | p. 28 |
| Source Type: | Book |
| Quote Number: | 104 |
| Categories: | Customer Service |
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