1. “Customer service is not a department, it’s everyone’s job”
Anonymous

2.  Relationship Building:
 Communication &
responsiveness
 Education & training
 Responsibility
 Loyalty & reliability
 Accountability &
ownership
 Goals & Objectives:
 Set desired expectations

3. Communication &
Responsiveness
 FAST: First Acknowledge, Solve
and Thank
 Listen to customer’s needs
 Build and strengthen supplier/client
relationships
 Present and report benchmark
results
Education & Training
 Provide training and orientation
 Develop and implement new,
innovative and winning strategies
 Help improve quality of service and
drive performance
 Ensure compliance

4. Loyalty & Reliability
 Treat the business as our own
 Value and respect the client/supplier
relationship and increase retention
rates
 Promote company’s policies and
vision
Accountability & Ownership
 Be organized and pay attention to
details
 Protect confidential information
 Build & sustain a successful program
management style

5. Expectations & Results
 Understand customer’s needs
 Set desired outcomes and results
 Efficiently meet deadlines
 Strive for excellence
Adaptability
 Adapt to the customer’s culture
 Multi-task and set priorities
 Assess and evaluate business
objectives
 Transition the demands of business
into action

6. “If the plan doesn't work, change the plan but never the goal.”
Anonymous