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 Questions
l. Assume you are in a leadership position in the organization. How could you impress upon employees the importance of answering customer messages in a timely manner? How could you make this easier for employees?
2. Develop a plan to audit the communication effectiveness of your company. How would you go about this?
• What kinds of messages should be analyzed?
• How could you assess how understandable the messages are for your customers?
• What are some ways you could make the messages even clearer?
• What are some other media not being fully used that could exceed customer expectations? (Remember: Media are not all electronic. Some very old-fashioned media such as personal visits, conversations, or letters can have significant impact.)