Professional Documents
Culture Documents
3/17/13
Thomas Joseph
Customer Selection
Having different customers causes a difference in the service delivery At the same time it causes complexities in the process of service delivery Therefore selecting the suitable customers for efficient delivery is required, e.g. Shouldice HospitalHernia surgery
3/17/13
Shortlisting-focusing on suitable
Customer Training
E.g. Starbucks Getting customers and converting them as your employees(external) Training helps reduce confusion, increases efficiencyits not about being wrong and the need for correction, its just a part of the on the job training program Quick, easy and palatabledepends 3/17/13 on the profile of customers- tolerance
Big mistake to assume that customers are as skilled as employees. e.g. telecom company Should be more of an airline kiosk check-in, not supermarket checkout LSQ self service model eBay places customer in roles likeadvertising, merchandising, ordering, fulfillment & shipping. Even peer to 3/17/13 peer forums in which experienced