Develop Service Tactics to Meet or Exceed the Customer's Expectations

Closely tied to the problem of determining the customer's service expectation is developing tactics to meet these expectations. Eight critical tactics for achieving superior service are shown in Exhibit 12-3. Notice that all these tactics, except dealing with delivery systems, are people-oriented and require the development of superior interpersonal skills. It also should be noted that these eight tactics are ongoing and are not sequential; they can be accomplished in any order.