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■Report any anticipated variances from schedules to
management at least one month in advance.
■Listen to improvement suggestions offered by manager
and act upon them.
■Respond to management requests for information
within 24 hours.
■Document customer concerns and forward to manage-
ment promptly.
■Draft required reports for management on time and
with no need for revisions.Customers
■Inform customers of unavoidable delays.
■Explain to the customer's satisfaction why his or her
needs cannot be met.
■Project an image of patience and expertise to cus-
tomers.
■Refrain from using pressure or coercion when commu-
nicating with customers.
■Follow up all oral agreements with written summaries
to the customer within four days of oral agreement.
■Communicate with customers in plain language, to the
satisfaction of the customers, as indicated by feedback.
■Ensure that the customer understands what you are
saying so that he or she and you are on the same page
at the conclusion of the meeting.
■Interpret the language of contracts into plain language
so the customer understands, so there are no contrac-
tual disputes involving employee communication.
■Notify customers of any changes to schedules that
affect them, to avoid unnecessary inconvenience.