Một số cho phép nhân viên bán hàng để nhập dữ liệu từ một máy tính máy tính xách tay một hợp đồng thứ hai được ký kết. Những người khác yêu cầu các nhân viên văn thư để nhập vào các thông tin từ hoá đơn. Phần mềm theo dõi bàn giao dịch thông qua Cho dù bạn sử dụng công nghệ tinh vi | Service-Level Agreements 91 Motorola Uses Analogies Use analogies and examples to enhance understanding for your requirements and expectations. For example a project group at Motorola needed to create a new agreement with a key customer for prioritizing crises. Every week or more often even they would call with a new crisis often caused by something that happened on their end. And they expected us to drop everything and move we did but we did it so often we were actually creating more crises on our side. It was a vicious circle. Everything was becoming a crisis. The team leader set up a meeting with his customer. We coached him to use the language with the customer that he d used with us. In the meeting he explained to his counterpart We can move mountains just not every mountain every day. The image added both humor and clarity to the the customer agreed to prioritize and expect only two mountains moved by miracle each month. whether a service provider or a customer may have different worldviews. Don t leave any expectation or requirement unstated. Walk together through the service process. What will it look like feel like sound like when everything is going well What types of issues or service interruptions might you anticipate and how should those be handled See Chapter 9 Managing Relationships Through Conflict for more on handling possible service problems. Questions to Ask To help you anticipate problems use this checklist. For each item ask yourself What performance problems might occur around this issue If a performance problem is likely or if it puts your customer relationships at extreme risk then it should be part of your requirements and expectations discussion. Personnel Facilities Power Internet telecommunications connections Merger acquisition Disaster 92 Customer Relationship Management When you think you ve defined the key performance requirements and expectations check again with your CRM strategy. Will this performance
