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CREATING WORLDCLASS COURTESY
IMPLEMENTING WORLDCLASS COURTESY
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assess Benchmarking best in business Best Practices best-in-class complaint-handling system concept of courtesy courteous behavior courteous service customer courtesy Customer Feedback customer loyalty customer satisfaction customer service standards customer survey customers and employees customers perspective DeCA Defense Commissary Agency Department of Veterans Discourteous behavior discourteous service employee orientation employee's ensure exceeding customer expectations exceptional courtesy Federal Express focus groups GTE Directories Corporation hand-offs improve customer improving courtesy Improving Service leadership level of courtesy listening Medical Center National Performance Review needs nization Nordstrom Notes/ideas number of yes orga ORGANIZATIONAL S E L F outstanding person Portland VA Medical Possible Strategy quality of service questionnaire regarding courtesy Ritz-Carlton seamless service SECTION Senior leaders Service Quality service to customers Social Security Administration tesy tions tomer Total number training in courtesy U.S. Department Ultimate Support Systems USAA Veterans Affairs Veterans Health Administration world-class organizations yes answers Consider Yes No N/A