Triple Customer Complaints

Book excerpt: A customer who complains is saying, "If only you will correct the situation, I will continue doing business with you." Seeing our organizations as our customers do is critical to achieving excellence. "Triple Customer Complaints" helps determine how customers define excellence and establishes quantifiable ways to improve processes in order to meet - and exceed - customer expectations. Written for executives and process owners facing the real-world challenge of creating and keeping customers, it shows readers: 1) How to walk in the customers' shoes to identify which quality and operational performance measures should be tracked. 2) How to define all aspects of a process as perceived by customers using a structured roadmap. 3) How to use process qualification to achieve early, measurable results. 4) How to create a complaint management system that vacuums up all valid customer complaints. 5) How to identify and map an organization's processes to ensure that the customer's point of view is primary.