Customer Centric - Responsiveness Part 1

Last week we introduced the new leadership series, Customer Centric. Now that we have a better understanding of who our customer is, let's break down how responsiveness correlates to the customer experience. In a world where instant gratification is easily obtained, quality and timely responsiveness is a key ingredient to excellent customer service.

After watching the video, we would like you to discuss the following with your team:

Discussion Questions
​(1) Have you ever experienced “in-process” waits done well? Did it help pass the time? Why do you think it may have helped?

(2) What are some areas where your customers, whether internal or external, might have to wait for your team’s services?  

(3) What are some possible changes you could make to help your “customers” by making their wait “in-process” rather than “pre-process”? In other words, how can you start service faster, even if the final wait time does not change?

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