A Publication of Lighthouse Consulting Services 3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403 (310) 453-6556
Think you are on top of your game? Got the 9 steps down to a science? Take the Customer Service 101 quiz developed by Bill Werst founder of Growth Associates and author of Common Sense Managing: Simple Actions That Produce Results. CUSTOMER SERVICE 101 QUIZ:  1. CUSTOMER DRIVEN VISION: Does your vision clearly focus on customer satisfaction? Do the people throughout your organization know and own the vision?  2. VALUED CUSTOMERS’ NEEDS AND EXPECTATIONS Do you know who your most valuable customers are? Do you know what it will take to meet the needs of your best customers? Is your market research sample reflect your targeted customer base? Are you ‘listening’ to what the customers are saying or what you ‘want’ to hear?  3. CUSTOMER DRIVEN OPERATIONAL PLAN: Do your organization's plans focus on doing the right things right? Will they result in meeting the needs of your best customers?   4. PLAN IMPLEMENTATION Do your hiring practices complement your vision?		Does your training produce measurable results that further your vision? Does each person have the authority to fulfill his contribution to your vision? Are the people given timely feedback and recognition on their job performance?  5. SATISFACTION MEASUREMENT: Is your customer satisfaction measurement based on customer needs and expectations? Does it proactively identify opportunities for improvement? Are your customers satisfied?  6. CONTINUOUS IMPROVEMENT:  Is your vision still current and appropriate? Have you reassessed who your most valuable customers in the last 6 - 12 months? Have you reassessed what your most valuable customers need in the last 6 - 12 months? How can your current plans be improved to further streamline customer driven actions? Are you measuring customer satisfaction on an ongoing and timely basis? What can you do right now that will improve your organization within the next 30 days? 90 days? 180 days?
Lighthouse Consulting Services  3130 Wilshire Blvd., Suite 550, Santa Monica, CA 90403 (310) 453-6556