Customer C.A.R.E. by Dr Trilogy
Module
| sponsored by Federal-Mogul
Sixty One – Real Customer C.A.R.E. Calamities #2
In this second example of Customer C.A.R.E. Calamities, and a real life
example of NO C.A.R.E., we have a look at some “service” I recently received
from Telkom. Telkom is a semi-privatised, 39% state-owned company, and
therein lies the rub, because when they were a fully- fledged parastatal, their
monopolistic position and the lack of competition imbued a sense of NO
C.A.R.E. that will take decades to dilute. My recent experience confirms this.
All these calamities we measure against the Mirror Image of Customer C.A.R.E.
THE MIRROR IMAGE OF CUSTOMER C.A.R.E
Cardinal Crimes
Cardinal Rules
1. Over Promise, and Under Deliver
1. Under Promise, and Over Deliver
2. Keeping Your Customer Waiting
3. Informing Your Customer
4. Losing Your Cool
4. Keeping Your Cool
5. Second Best is Good Enough
41091 FM-Motorparts_ABR_ad.pdf
2. Wait on Your Customer
3. Mushrooming Your Customer
5. Only the Best is Good Enough
1
9/17/14
10:40 AM
Customer is the rear end of the horse
Customer is sovereign