The McKinsey 7S Framework: A Holistic Approach to Harmonizing All Parts of th...
Customer service
1.
2. creating a positive,
memorable experience
for every customer
meeting expectations
and satisfying needs—
in such a way that you’re
seen as easy to do
business with
3. It means looking for
opportunities to wow and
delight your customer in
unique and unexpected
ways
10. The reassurance factor is
about managing your
customers’ feelings of trust.
The customer’s decision to
trust you is built on
honesty, knowledge, and
know-how.
11. Reassurance is the substance
that backs up your style, and
it comes in four packages:
17. Dissatisfaction isn’t always
measured in minutes. It is
often the result of
uncertainty.
Research shows that
the most frustrating
aspect of waiting is
not knowing how
long the wait will be
18. Those with a positive Those who genuinely enjoy
attitude and cheerful working with and for other
outlook people
19. Those the ability to put Those who view their job as
the customer on primarily a human relations
“center stage” profession
20. For a detailed training outline
and program, please contact:
Hridaya Consulting Center
hridaya@hridaya.bg
www.hridaya.bg