Growth or Bust

Chapter 5Echeloned Service Impressions

Often in a challenging business situation with poor sales revenues and poor customer retention, internal service breakdowns are negatively influencing customers’ perceptions of service quality. The following steps will guide your team through transforming not only the customers’ experience, but also the attitude employees will have about service priorities, values, and processes, ultimately leading to improved customer retention and profits.

Successfully putting in place a process that will ensure an excellent service impression with customers can in and of itself be the tipping point in a turnaround. An excellent service impression with customers is something that can be created or destroyed merely by the ...