5W26 – Customer Service for IT Service Providers

Branding (and customer service) is . . .

• • Your Logo

• • What others think

• • Your public image

• • Everything you do

Karl argues that you need to be "bad" at something in the service of

• • Controlling costs

• • Excellence elsewhere

• • Higher profits

Which of these is NOT one of the Three P’s of customer service?

• • People

• • Processes

• • Personality

• • Programs

Customer Service should be

• • Sustainable

• • Profitable

• • Scalable

• • All of these

Customers just call it

• • Customer Service

• • Service

• • Good business

Good processes are built on

• • The exception to the rule

• • Things that happen all the time

• • Your worst clients

• • Your best clients

Your unique selling proposition is defined as much by what you don’t do as by what you do

• True

• False

It’s okay if you bolt on customer service after the fact

• True

• False

You need to do amazing 10x things to make clients love you so much they will never leave

• True

• False

The customer is always right

• True

• False