Imperative 4
Make Your Service Delivery Processes ETDBW (Easy to Do Business With)
Your service delivery process is the apparatus, physical and procedural, that the employees of your organization must have at their disposal to meet customers’ needs and to keep the service promises you make to your customers. A well-designed service delivery process will make you easy to do business with. What your service strategy promises is what your process must deliver. Every time.
If your promise is “twenty-four-hour delivery on all orders—no exceptions,” your service delivery process is everything you do and use to make twenty-four-hour delivery a reality, ...
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