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View The Complete Customer Service Strategy

Flash Version

The complete Customer Service Strategy 2013 Implementation Plan is available in Adobe Flash format. Click to download the Flash plugin to your browser - opens a new browser window.

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PDF Version

The complete Customer Service Strategy 2013 documentation is available in Adobe PDF format. Click to download the Acrobat Reader plugin to your browser - opens a new browser window.

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Create a Customer-Centred Culture

In order to be truly customer-centred, an organization must integrate its entire range of business functions around satisfying the needs of internal and external customers while containing costs, leveraging technology and embracing a customer-centred culture. Becoming customer-centred requires an organization to focus on processes that are customer friendly, and ensure that staff are dedicated to excellence in service delivery and communicate with our customers.

Corporate culture can be defined as the attitudes, behaviours, values and personalities that make up an organization. Part of the corporate culture is also the value the organization places on customer service excellence.

    We will …

  • Communicate the vision, guiding principles, corporate customer service guidelines and policies as core values and expectations of the organization both internally and externally
  • Promote a customer service program for staff members
  • Continue to evaluate the performance and satisfaction levels of customer service excellence both internally and externally
  • Integrate accountability for customer service standards into performance management measures