ESTABLISH DISCUSSIONS WITH CUSTOMERSERVICES First purchased,
then produced and consumedAsk what the customer wants
DETERMINE WHAT THE CUSTOMER REALLY NEEDSListen to the
customerCustomer may not know what they needEducate the
customerAlternative and advise on choices
DETERMINE IF THE FIRM CAN DELIVER CUSTOMER NEEDSAbility to meet
customers needsAbility to schedule capacity to deliverPrice to
deliver
COMMIT TO THE CUSTOMER
EVALUATE THE CUSTOMERS RESPONSE
SCHEDULE THE CUSTOMERS SERVICE DELIVERY
INFORM DELIVERY PARTNERS CONCERNING THE SCHEDULE
MONITOR THE SERVICE DELIVERY PROCESS
COUNSEL PARTNERS
INTERMEDIARIES IN SERVICE RESPONSE
LOGISTICSAGENTSRETAILERSWHOLESALESFRANCHISESELECTRONIC CHANNELS
