Customer Service - How Do We Assure the Right Behaviors

Article

Spigener, Jim   (1998, BST Inc.)   Behavioral Science Technology Inc., Ojai, CA

Service Quality Conference, Scottsdale, AZ    Vol. 9    No. 0
QICID: 18874    September 2000    pp. 1-13

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Article Abstract

Jointly with the 7th Asia Pacific Quality Organization Conference: SQD presentation

[PowerPoint presentation slides only]

Behavior-based customer service is a sound strategy because behavior is measurable and manageable. The strategy is a process rather than a program that calls for employee involvement and development of internal resources to obtain continuous improvement. Both management and the work force must understand and buy into the process. Key characteristics of successful behavior-based implementation are flexibility, meaningful employee involvement, continuous improvement based on communication, and long-term support.

Keywords

Behavior modification,Continuous improvement (CI),Process management,Employee involvement (EI),Customer service


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