Copyright McGraw-Hill 2000. Original purchasers of this book are permitted to photocopy or customize this worksheet by downloading it from
http://www.books.mcgraw-hill.com/training/download.The document can then be opened, edited, and printed using Microsoft Word or other word process-
ing software.
RELATED LEADERSHIP TOOLS
2.1 Systems Thinking 3.6 Strategic Relationships 5.6 Aligning Systems
2.6 Clarifying Purpose 4.4 Employee Involvement 12.1 The Relationship Bank
FOR FURTHER ASSISTANCE
Davidow, William H., and Bro Uttal. Total Customer Service: The Ultimate Weapon.HarperCollins, 1990.
SECTION 12 TOOLS FORLEADINGRELATIONSHIPS 389
[☛3.6 Strategic Relationships][☛3.3 Environmental Scan][☛2.1 Systems Thinking][☛9.2 Situational Leadership]Who are your best
customers?Describe the range of your
customers’ needs.How are you managing
your customers’
expectations?What customer
impressions are made by
your organization?In what ways are your
services easy to use?What is your guarantee to
customers?How have you
empowered employees to
provide exemplary
customer service?Current description
(as of date: ________________) Service improvement plans