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Customer Service Strategy Model - Identify Priorities

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Customer Priorities



Human nature often means that we focus on those elements that are easiest to accomplish but, in the context of service excellence, that is a recipe for mediocrity. Consequently, we must know what is important to customers so that we can focus on those issues.

We find out what’s important to customers through qualitative research, normally by way of focus groups or in-depth interviews, and validated by quantitative research eg by questionnaire. Once the data is gathered, we can rank the priorities in order of importance and weight them relative to each other. This information is then used in the calibration of the service measurement.


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