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Author:
David Illingworth
- How to identify the ‘Moments of Truth’ for customers
- How to change your procedures in order to improve the ‘Moments of Truth’
- How to change internal procedures in order to improve the customer
experience
Step four in this series of seven training courses, engages participants in understanding that the ‘service package’ on offer to customers has many facets. This session, focused on ‘improving our procedures’, leads to practical action plans for making a difference. Step four contains a leader’s guide and a participant’s workbook.
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(78 votes)