Good service. Where do you
find it?
Bad
service? What do you
think of?
What defines BAD
service? Just say NO.
Assessing service:
Who is the Customer?
·
The
External Customer
·
The
Internal Customer
·
The
Local Customer
·
The
Remote Customer
·
The
Global Customer
·
The
Present Customer
·
The
Future Customer
THREE EASY STEPS to EXCELLENCE:
·
Evaluate Everything: What do we do and why?
·
Identify problems and recommend solutions:
what can we do better and how?
·
Develop and Implement improvements: try
something new
Just say YES (positive Language)
Red Rules/ Blue Rules
Staff Empowerment (don’t go
by the book, go by professional judgment)
