Table of Content

• Visions


• Missions
• Mission [1]


• Values
• Value [1] Customer Service


• Goals
• Step 1: Cusotmer Identification
• 1.1: Segmentation
• 1.2: Prioritization
• 1.3: Focus
• 1.4: Non-Target Customers
• Step 2: Customer Desires
• 2.1: Customer Priorities
• 2.2: Importance
• 2.3: Capabilities & Competitors
• 2.4: Impact
• Step 3: Culture
• 3.1: Understanding & Tools
• 3.2: Communication
• 3.3: Interaction
• 3.4: Problem Solving
• Step 4: Service Standards & Expectations
• 4.1: Service Standards
• 4.2: Definition & Availability
• 4.3: Goals
• 4.4: Expectations Management
• Step 5: Consistency
• 5.1: Customer Feedback
• 5.2: Service Adaptation
• 5.3: Cross-Channel Consistency
• Step 6: Vision
• 6.1: Customer Focus
• 6.2: Reflection
• 6.3: Strategies
• Step 7: External Strategy
• 7.1: Cost & Quality
• 7.2: Advertising / Educational Strategies
• 7.3: Feedback
• 7.4: Complaint Resolution
• Step 8: Recruitment & Retention
• 8.1: Training & Compensation
• 8.2: Employee Turnover
• 8.3: New Hire & Training Costs
• 8.4: New Ideas
• 8.5: Employee Perceptions
• 8.6: Recruitment
• Step 9: Employee Empowerment
• 9.1: Customer Satisfaction
• 9.2: Technology, Information & Resources
• Step 10: Communications & Rewards
• 10.1: Intra-Agency Communication
• 10.2: Cross-Functional Teams
• 10.3: Compensation
• 10.4: Employee Satisfaction