Customer Focus DigiBook V54

TABLE OF CONTENTS INTRODUCTION .............................................................................................................. 3 INTERNAL CUSTOMERS ................................................................................................ 3 EXTERNAL CUSTOMERS ................................................................................................ 4 DIFFERENCE BETWEEN INTERNAL CUSTOMERS AND EXTERNAL CUSTOMERS...................................................................................................................... 5 CUSTOMER SERVICE....................................................................................................... 6 CUSTOMER EXPECTATIONS OF SERVICE .................................................................. 7 CUSTOMER SATISFACTION .......................................................................................... 9 CUSTOMER CENTRIC ORGANIZATION ................................................................... 10 ZONES OF TOLERANCE ............................................................................................... 11 CUSTOMER CARE .......................................................................................................... 13 CUSTOMER FOCUS GRID ............................................................................................. 15 INITIATIVES TO BE TAKEN IN ORDER TO INCREASE CUSTOMER FOCUS ...... 16 CONCLUSION................................................................................................................. 16

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