Return to gameboard
The Intelligence You'll Need

Customers are Leaving for Better Service

The Situation:
An analysis of your lost customers reveals that many of them felt they could receive better service from one of your competitors. But this is a vague reason for losing business. You need to know exactly how your firm's service stacks up against the competition, so that you can make improvements where needed and highlight any overlooked advantages you may have.

Intelligence You'll Need:

• Service organization structure
  • Dedicated account representatives
  • Centralized/decentralized approach
• Phone support
  • hours
  • staffing
  • level of support available
• Training
  • of customer service personnel
  • of customer's employees
• Policies & Procedures
  • returns
  • quality guarantees
  • shipping policies