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7 Cards in this Set
- Front
- Back
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Step 1
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Select new employees with personalities and attitudes consistent with high-service orientation.
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Step 2
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Train and socialize current employees to be more customer-focused.
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Step 3
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Change organizational structure to give employees more control.
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Step 4
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Empower employees to make decisions about their jobs.
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Step 5
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Lead by conveying a customer-focused vision and demonstrating commitment to customers.
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Step 6
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Conduct performance appraisals based on customer-focused employee behaviors.
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Step 7
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Provide ongoing recognition for employees who make special efforts to please customers.
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