NEW

For you, our valued Capability Improvement Community (a new 30th Anniversary initiative):
Now you can apply these tips with your Tipster colleagues at http://coachpaul.myblogsite.com

TIP 519 May 9, 2005 View CoachPaul Tipster® in your browser online (archives)
Tipster is published weekly to provide ready-to-apply, proven tips from the Capability Improvement Process

Source:

This past week, I had the honor of Chairing the Annual Conference of the ICSA International Customer Service Association. In this Tipster, we share one of the key points learned.

In the words of W. Edwards Deming, "The job can't be finished -- only improved to please the customer." Our research shows this customer-focused mindset is key to achieving continuously improved results in our work and personal activities.


	TIP: In the Service, Satisfaction … and Retention™ TeleClass series, we focus on how to D-E-L-I-T-E® our 'customer' to ensure they are SO happy, they want to tell others too ;-)
*EXAMPLE:* Each time you connect with your 'customer' (internal, external, even family), apply the 5% component of the 95-5 formula™ to confirm what is needed to D-E-L-I-T-E them. Be prepared to be surprised at how little is actually needed.

NEW (blog): Share your actual examples of how customers were D-E-L-I-T-Ed (or not). No gripes please.	Weblog
Your 30-second Customer D-E-L-I-T-E^® self-audit™ (13 factors)	preview audits
Join the next *Capability Improvement* Process**^® TeleClass Apply your eCertificates too	calendar newsletter

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ABOUT CoachPaul: Paul Litwack is the Capability Improvement Coach^®. Since 1976, he has helped over 150,000 leaders in nine countries to uplevel their business, personal and professional capabilities. Significant organizations and associations frequently hire CoachPaul to deliver his thought-provoking conference Keynotes and to train their valued staff, members and clients. His video and audio programs are available in better bookstores. A growing library, including eBooks and previews are now archived online at www.the-coach.com.

CoachPaul contributes to leaders globally each month who benefit from his Teleclasses and personal coaching programs, read his eZine: the Sky WAS the Limit and listen to Go for the Goal™, his Internet radio interview program. He is an active community leader and Director of the Institute for Professional Advancement.