World Class Customer Service: A holistic strategic approach

Dr Terri Simpkin

What’s your promise?

What’s your purpose?

“Managers get the personnel they deserve”

Are your people supported to honour your promises?

Are your processes/standards getting in the way?

Are your people response-able?

OMG! My head hurts….

How can this possibly come together?

You don’t have to do this. Survival is not

mandatory.

W. Edwards Deming