 | Learning Objectives
(See related pages)
- Distinguish between company-defined and customer-defined service standards.
- Differentiate among "hard" and "soft" customer-defined service standards and one-time fixes.
- Explain the critical role of the service encounter sequence in developing customer-defined standards.
- Illustrate how to translate customer expectations into behaviors and actions that are definable, repeatable, and actionable.
- Explain the process of developing customer-defined service standards.
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