Strategy for Brilliant Customer Service
About the Lecture
The lecture Strategy for Brilliant Customer Service by Tony Hunt is from the course Brilliant Customer Service (EN). It contains the following chapters:
- A Strategy for 'Brilliant Customer Service'
- Change the organogram
- Implementation
- CRM
Included Quiz Questions
What are elements of the McKinsey`s 7 "S" framework?
- Staff
- Style
- Systems
- Security
What are elements of the Nordstrom Inverted Pyramid?
- Customers
- Board of directors
- Department Managers
- Workers
What are tips for the implementation process?
- Structure small teams led by a champion.
- Don`t remove or punish somebody.
- Set concrete and hardly reachable goals.
- Be critical about everybody.
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Author of lecture Strategy for Brilliant Customer Service
Tony Hunt
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