Let's go back to the ongoing case you selected. This will be either your current employer, a specific organization you want to work in, or one of the two hypothetical organizations described in Chapter 1: Independent Auto Sales and Service (IAS) or Network Nutrition Distributors (NND). Now consider the following questions as you develop a customer service strategy:
Strategy Planning Activities
1. Consider the arguments for and against the three levels of feedback receptiveness discussed in this chapter. Select a reluctant-compliant, active listener, or metric-conscious focus and present a case for applying that approach.
2. What mechanisms would you, as a leader, put in place to gather the appropriate level of feedback needed for organizational success? Be specific and detailed.
3. Develop an effective customer survey instrument that would best meet the needs of your company. Make it detailed enough to gather important data without burdening customers. Pretest your survey by asking a group of people similar to your customers to fill it out. Ask for their feedback regarding the survey's clarity, ease of use, and overall effectiveness. Edit a new version of the survey instrument based on comments from the pretest.
4. Use the Net Promoter Score approach to gather information from employees or colleagues. To what degree do the results