1 Introduction

It is impossible to deliver customer care successfully unless everyone in the organization is committed to doing so. There will be a failure to deliver:

• if Sales are committed, but Despatch are not;

• if Reception are committed but Administration are not;

• if Production are committed but Stores are not.

In this session we look at how to achieve a commitment to delivering total customer satisfaction. This will involve you in:

• checking how satisfied your customers currently are;

• identifying the problem areas;

• identifying the root causes;

• finding ways of overcoming them.