101 Activities for Delivering Knock Your Socks off Service

By Jill Applegate; Ann Thomas | Go to book overview

ACTIVITY 71
Details That Make a Difference
Attention to detail is one way to manage your customers’ perceptions. Focus on the details that are most important to your customers. Do you know what they are?PURPOSE:
✓ To learn by doing
✓ To gather customer input
✓ To implement suggestions from customer feedback
TIME: 10-minute meeting, research, 30-minute meetingDIRECTIONS:
1. When the group assembles, explain the purpose of this exercise. The challenge is to find out what details are important to customers in the work processes you do.
2. Prior to talking to customers, have participants work through the questions in Part A of Activity 71, concerning the details in the work they do.
3. Following a brief discussion, ask participants, in the next week, to talk to two or three customers. They should focus on getting feedback on what details are important to customers, related to the Moments of Truth they experience. If you have done Activity 70, use the list of Moments of Truth that the participants identified. Be sure participants

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