ABSTRACT
Procedure 1. Introduce the activity by stating the purpose set out above. Emphasize the importance of creating an organization that takes customer satisfaction seriously at all levels.
2. Explain that, in order to initiate a customer-driven culture company-wide, you will need other managers on your side. You literally need their ‘buy-in’, because they will probably have to pay for the costs of quality service out of their own budgets. So service quality lives and dies on management, staff and other departments’ support. If you don’t have it, you need to ‘sell’ your service to them.
