ORGANIZATIONAL PRODUCTIVITY INSTITUTE, INC.
Customer Service Strategy
| Identify customers and their needs |
| Customer retention |
| Customer guarantees and commitments |
| Customer satisfaction measurement |
| Customer satisfaction results and trends |
| Competitive analysis and benchmarks |
| OPI's
Customer Service Strategy: OPI is a satisfaction driven organization. OPI treats internal and external customers the way they wish to be treated and consistent with our values. OPI actively seeks formal and informal feedback to improve service delivery and earn customer loyalty. We support customer requests for information and proactively look for other services to enhance the value of our relationships. We recognize that our stakeholders—Clients, Associates, Contractors, Partners, Suppliers and Communities—are absolutely essential to our continued existence and success. We guarantee our work. We offer a refund, less material purchases, if the client is not satisfied with the quality of our work at the initial phase of any project. Stakeholders find us to be an excellent organization, responsive and caring about our relationships, professional and knowledgeable providers of service, and valuable allies in the ongoing process to improve business practices. Key measures include volume of warranty work, external and internal feedback, client complaints and compliments repeat business and industry comparisons. |