To ensure employees were dedicated to customer relationship building The City of Coral Springs, a US local authority and winner of the 2007 Malcolm Baldrige National Quality Award (Non Profit Sector), used a focus group of employees to design its state-of-the-art Premier Customer Service Programme. The programme included training, accountability, recognition, reinforcement, measurement, and improvements and was based on five value dimensions: Presentation - creating a highly professional and car...

BPIR Categories

1.3.1 Build customer relationships
13.1 Develop and manage supplier/customer partnerships

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