1.5 - About University

Current description(as of date: ________________)Service improvement plansWho are your bestcustomers?Describe the range of yourcustomers’ needs.[☛ 3.6 Strategic Relationships]How are you managingyour customers’expectations?[☛ 3.3 Environmental Scan]What customerimpressions are made byyour organization?In what ways are yourservices easy to use?What is your guarantee tocustomers?[☛ 2.1 Systems Thinking]How have youempowered employees toprovide exemplarycustomer service?[☛ 9.2 Situational Leadership]Copyright McGraw-Hill 2000. Original purchasers of this book are permitted to photocopy or customize this worksheet by downloading it fromwww.books.mcgraw-hill.com/training/download. The document can then be opened, edited, and printed using Microsoft Word or other word processingsoftware.R ELATED LEADERSHIP TOOLS2.1 Systems Thinking 3.6 Strategic Relationships 5.6 Aligning Systems2.6 Clarifying Purpose 4.4 Employee Involvement 12.1 The Relationship BankF OR FURTHER ASSISTANCEDavidow, William H., and Bro Uttal. Total Customer Service: The Ultimate Weapon. HarperCollins, 1990.SECTION 12 TOOLS FOR LEADING RELATIONSHIPS 389