The First Step in the Process of Developing Customer-Defined Standards

question 19

Multiple Choice

The first step in the process of developing customer-defined standards is to:

• A) Develop feedback mechanisms for measurement of standards
• B) Establish measures and target levels for standards
• C) Identify existing or desired service encounter sequence
• D) Decide whether hard or soft standards are appropriate
• E) Translate customer expectations into behaviors and actions for each service

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