Strategy for Brilliant Customer Service
Über den Vortrag
Der Vortrag „Strategy for Brilliant Customer Service“ von Tony Hunt ist Bestandteil des Kurses „Brilliant Customer Service (EN)“. Der Vortrag ist dabei in folgende Kapitel unterteilt:
- A Strategy for 'Brilliant Customer Service'
- Change the organogram
- Implementation
- CRM
Quiz zum Vortrag
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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Dozent des Vortrages Strategy for Brilliant Customer Service
Tony Hunt
Tony Hunt is the MD of UK Seminars. His style is often described as ‘inspirational’, and he always aims to create positive change in people with whom he works. He has significant experience of operating successfully at all levels in an organisation – from induction, through first line management and right up to board level. Additionally he is able to strike the appropriate level of debate on every occasion.
Tony’s work is well known in many countries, e. g. in Europe, in the USA, in the Middle East and in India. His delegate evaluations average 9.0 on a 10 point scale.
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