The Structure of Customer Service
If you put yourself in the role of an external Customer of a business, you will realize that your requirements have different dimensions than merely the traditional areas of products and services. For example, remember the last time you visited a restaurant? The food may have been spectacular; however, to you, the quality of the restaurant was evaluated by the way you were treated by those serving you and how long you waited for your meal, to name a few.

Customer requirements can be divided into four areas:

  • Product — First, you have to have an excellent offering. Do you provide what your Customers expect and need? Do Customers perceive value in what they're receiving?
  • Delivery System — How your product / service get to your Customer. Are you meeting the Customer's time frame?
  • Customer Service Mindset — Your fixed mental attitude or disposition that predetermines your response to and interpretation of situations. Do you have a real "Customers come first" attitude — and back it up with your behaviors?
  • Relationships — How you relate with all your stakeholders. Is your relationship centered on trust and integrity?

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Our purpose is to help small businesses, institutions and agencies deliver remarkable Customer Service
which results in improved profit, Customer satisfaction and loyalty.
PO Box 617468 • Orlando, FL 32861 • 407-668-6466