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Customer Service Strategy
Improving service quality has finally become a top priority of management today. These presentation slides offer a comprehensive service strategy based on the four principles of great service: reliability, surprise, recovery, and fairness. These slides demonstrate how these four principles, when adopted by the leadership and infused into the systems of a service company, form the anchor for service strategy implementation.

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Service Strategy Presentation Outline:

Steps in Identifying Service Strategy

Four Core Elements of Service Strategy

Element 1 : Service Reliability Strategy

Element 2 : Service Surprise

Element 3 : Service Recovery

Element 4 : Service Fairness

This excellent presentation is based on this excellent book : Leonard Berry, On Great Service : A Framework for Action, Free Press. You can obtain this excellent book here