|
This highly interactive, 40-page workbook makes your team smarter about your internal and external customers. It introduces them to basic concepts of customer service and the connection between "Superb Serice" and increased profit levels. Employees learn that the customers define service. They also discover how specific groups such as contractors and MRO/OEM customers define what they value most from the wholesale distributor. In addition, the workbook describes several measures of service, connects service decisions to customer profitability, teaches the connection between the internal and external customers, and offers several tips and techniques for communicating positively with customers. The workbook uses "bringing-it-in-house" exercises to encourage employees to make recommendations on how the principles and techniques they are learning can make immediate service improvements within their own company. |