Cost-effectively meeting customer needs

The two most critical "Moments of Truth," that influence how a paying customer will feel about
this organization, are anticipated to be as follows.

Moment One: Our introductory meeting with the client will instill a level of confidence in
them, because of our confidence in our abilities.

Moment Two: When we finish our final consultation session we want our client to realize that
they have changed their lives, through us.

Internal Customer Service Task	Standard of Performance
Cycle Begins:	Customer sees a welcoming environment and enters prepared store.
Task 1: Greet Customer	Customer is going to be welcomed into a warm and professional office.
Task 2: Receive Information	Customers will provide our office representative with essential information regarding their lives. Payment information will also be received at this time.
Task 3: Seated for Initial Consult	Clients will be introduced to their personal consultant. They will then be ushered into an office where the consultation will transpire.
Task 4: Consult	Customer will disclose their place in life and their reasons for assistance; whereupon, the consultant will provide detailed direction regarding the client's specific situation.
Task 5: Schedule Next Consult	The consulter will discuss and schedule the appropriate date for the next consultation with the client. This will be a critical sales moment in which we will establish an action plan for the future.
Task 6: Facilitate Exit and Thank	The client will be thanked and then walked out of the office by the consulter. The office representative will follow up any necessary items with the client and thank them for their patronage.
Cycle Ends:	Delighted customer exits and tells a few friends of his/her experience.

____________________________________________________________________________