The most critical issue in customer service is the initial delivery of what the customer purchased - does it perform as sold? How user friendly is it? Was it delivered on time? Is the value worth the price? Many times in the sales process, marketing and sales overstate results gained from purchasing, delivery date, or features. This creates a situation where the customer will feel deceived or cheated when the product or service is delivered; there is usually no reasonable recovery that will hold this account or recovery that is affordable. ​ Show Objective Given a contracting economy with diminishing business opportunities and inflation devaluing the currency, start with holding your best accounts and determine the gap between what you promised and what was delivered.

​EPISODE 49: Summary The process starts with marketing and advertising, what is promised in terms of the results you can expect, how easy the product or service is to use, and what is like doing business with your company. Next, what happens after the customer raises their hand and the sales process starts? Are the promises made validated, dashed, or expanded? Once the product or service is delivered, does the result of the entire process align with what the customer was led to believe?

Today's show starts with a quick review of the two types of quality that are present in every product or service: Process and Delivered.

Process Quality is how you build the solution promised during sales. It is creatiing what was promised and begins in the marketing & sales process, through installing a solution, and the service follow-up; it is an alternative way for defining customer service.

Delivered Quality is the customers experience using or consuming the product / service delivered and whether it meets the promises made - does it do what you promised it would do and how user-friendly is it?