’TIS THE (SURVEY) SEASON
HEATH PATRICK | VICE PRESIDENT, AEROSPACE CUSTOMER understand what the customer needs
· Be responsive; be fast and right (unless it goes against one of the newly developed rules)
- Every SFDC case or SR represents a customer who needs something
· Be "appropriately" honest and transparent (meaning lie if you can get way with it)
· Meet your commitments (well at lest my commitments)
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Meet commitments to customers and to internal colleagues who need support from you to help a customer (unless you work for Contract Administration or CSO, then put up as many roadblocks as possible)
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Understand key improvement strategies and how you can support them
· Do things to make it easier for customers to do business with us (well actuallly not, we just keep putting in more arcane processes and policies that gurarentee we do not give the customer what they want, so not sure why I said this)
- Make every customer contact a positive one
· Every interaction matters
· You influence customer perception
· Say thank you and thank customers for their business
It takes all of us to improve the customer experience and influence perceptions. Whether you work with customers directly or support others who do, you play a critical role in the negative customer experience process.
I know I can count on your support, or else i will walk on you nd your childrem like Mike Madsen does to his people. As always, thank you for your relentless focus on improving the customer experience and engaging today – and every day -- to positively impact customer interactions and the next survey season.
Heath