A
| B | C | D | E
| F | G | H | I
| J | K | L | M
N | O | P | R
| S | T | U | V
| W |
A
Acceptance
testing teams, 137-38, 182
Action plan, 4, 190, 191-204
Albrecht, Karl, 205
Assumptions, xxi, 1, 79-81, 194,
197
Axtell, Roger E., 61
top
B
Barker,
Joel Arthur, 140, 205
Billing system, 93-97, 113
Bob, assistant vice president, 42
BOC naming lesson, 32-35
Brainstorming, 96, 164, 191
Brightman,
Harvey J., 81, 88, 205
Brooks, Frederick P., Jr., 71, 76,
156, 157, 174, 205
Burned by IS, 39
Business
factors, 90, 94
Buy-in, 45, 46, 48
top
C
Canyon conference
table, 40
Categories:
of
descriptions, 69-70
of questions, 90-92
Chair lift, 143-44, 154, 156
Champy, James, 103, 206
Charlie,
customer division manager, 39-41, 72-73, 184-86
Checkpoint
assessments, 139, 178
Cialdini, Robert B., 140-41, 206
Clarification:
of customer perceptions, 121-41
seeming unprepared and, 81
Clutch pedal, 83-84
Colleen, customer, 182
Columbo, 78, 87,
98
Common sense, 1, 190
Communication,
2, 9, 20, 28, 193-94
see also Focal points
preferences, 38-46, 196
written, 9, 19-20, 30, 41, 196
Competitors,
12, 138, 177
Complaints, 16, 138-39, 170, 186
Concrete
questions, 81
Consensus, 45, 46-47, 85, 106
self-sufficiency, 134, 168
Consider
All Factors (CAF), 90-92, 108
Covey, Stephen R., 174, 189,
204, 206
Cross-functional exchanges, 179-81, 188, 189
Culture:
corporate, 26, 149
differences,
60
Customer calls, 18-19, 182
analysis, 125-26
response authority, 170-71
silly, 35-36
Customer feedback:
on benefits of implementation, 146
complaints,
16, 138-39, 170, 186
customer-led interviews, 130-31
defensiveness
and, 132
direct, 127
formal mechanisms
for, 35
group meetings, 131
illustration
of survey responses, 37
information-gathering meetings, 100
from multiple sources, 82
objectivity
towards, 130
review of service information, 32, 134
solution
reviews, 108
standard-setting and, 147, 148
team
interviews, 130
Customer involvement, 136-37,
202-203
acceptance testing teams, 137-38, 182
in generating questions, 87, 96
in standard-setting
process, 149
in visits to other sites, 115
Customer
as liar, 83-84
Customer perceptions: see Perception
Customer requirements, 66, 107, 194
as
subject of review, 108
Customer satisfaction:
complaints and, 138-39, 170, 186
department-specific
meetings and, 179
difficulty of voicing, 132
dissatisfaction,
14, 58, 131-32, 136, 142
diversity of perceptions, 131
face-to-face
subtleties, 17
lessened by responsiveness, 159
listening
and, 51, 196-97
perception vs. performance, 123
service
philosophy and, 144
stress of not knowing what to expect and,
142
survey, 16, 36, 127-29, 179
Customers'
context, 89, 93, 96, 98, 99, 197
topD
Dave, senior vice president, 43-44
de Bono, Edward, 90, 92, 103, 108-109, 206
Defensiveness,
84, 85-86, 132
Delphi process, 47-48
DeMarco, Tom, 49, 103, 206
Demonstrations, 107, 115
Descriptions
of needs, 65ff., 196-97
Doctor, "unremarkable,"
23, 57
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E
Error acknowledgment, 156, 181-82
Expectations:
analysis, 6, 192
art of managing, xix
based on normal delivery, 13-14
challenge, 1-7, 190
customer perceptions and, 121, 125
historical, xviii
from management, 82
-management success, 203
-managing framework, 2-3, 193-95
as a people issue, 6
post-project review questions of, 117
range of interactions, 1
responsiveness
and, 159
service guide and, 134
statements
of, 58
terminology-related misinterpretation, 36-37
unintended, 11, 13
Expectations manager, 4-5,
139, 190, 199-202
Express lane failure, 113-14
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F
Familiar language, 27-36
BOC mislabel, 32-35
definition of month,
28-30
Problem Report, 33
silly calls,
35-36
Fault-finding, 108, 109, 200
Feedback:
see Customer feedback
Fink, Steven, 206
Focal
points, 66-75, 77, 197
Charlie's misinterpretation,
72-73
lost luggage chart, 67-70, 107
planning
efforts and, 72
prototypes as, 70-71
service
agreement negotiations and, 72, 157
service levels as, 154
service requests as, 71
specifications
as, 106
Framework, expectations-managing, 2-3,
193-95
Freedman, Daniel P., 206
top
G
Gause, Donald C., 75,
88, 89, 96, 103, 206
Gilovich, Thomas, 140, 206
Group
meetings, 131
top
H
Hammer, Michael, 103, 206
Happy-go-lucky manager, 168-69
Help desk, 33-34, 103
Hit-by-a-Bus
test, 164
Howard, v
chair lift repair and, 143-44
clutch pedal and, 83-84
dinner
buy-in and, 48
listening and, 53-54
parasailing
and, 20
sauna and, 122-23, 140
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I
Impact factors, 91, 94
Incompetence, 40-41, 186
Information gathering, 2, 63, 77ff.,
193, 194
educating customers, 93, 166
focus on person, 84-85, 97-102
focus on process, 84-85
interview,
81-82, 85, 129-32
multiple sources and, 81-82, 96
objectivity of least familiar, 96, 108
questions, 78, 80,
81, 82, 84-87, 90, 92, 129, 197
session, 30, 85, 87, 88, 100,
102
skeptic, 77, 80, 84, 87, 97, 194, 197
talk-inducing
topics, 99-102
Interviews, 37, 129-32
top
J
Jargon,
xx, 23-37, 196
see also Familiar
language; Speaking
technical terminology, 24, 26-27
Jim,
Mr. Customer Service Personified, 171
top
K
Karten, Naomi, 88, 206
Kuhn, Thomas S., 140
top
L
Language: see Familiar language; Shared language
Listening,
xxi, 50-61, 196-97
role-play exercise,
52-53
Lister, Timothy, 49, 103, 206
Luggage photos, 67-70, 107
top
M
Martel, Myles, 207
Messages, conflicting, 11-22, 195-96
Mike, IS director, 42,
65-66, 161
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N
Nathan, vice president, 39-42, 73, 186
No, saying, 158, 161-62, 170, 173-74
Mike's Absolutely,
Positively, 161
Norman, Donald A., 75-76, 207
Not-so-goods, 109, 110
top
O
Olympic racer, 104-105
On-the-fly techniques, 201-202
top
P
Pam, software specialist,
183
Perception, 121-41, 198
complaints
and, 138
group meetings and, 131
of
listening, 50-51
management team and, 130
performance and, 123
promotional material and, 126
questions
about, 124-25
service guide and, 134, 135
of services, 51, 119, 124, 125-26, 194, 195
Performance:
see Service
Perspective, xxi, 3, 6, 27, 82,
86, 139, 165, 180-81, 182, 202-203
categories
of questions and, 92
customer knowledgeability and, 26
expectations
manager and, 200-201
plus/minus exercise and, 109-10
solution
and, 100, 106, 109
of success criteria, 102
of
what takes too long, 101
Planning session, 191-93,
199
Plus/minus exercise, 108-10
Policies
and practices, 2, 119, 158, 165, 194-95
Policy manuals, 15,
19, 31, 32, 200
Politics, 47-48, 73, 162, 185
Post-project
reviews, 116-17
Preferences, communication, 38-46
Priorities:
changing, 69, 100, 151, 163
company-standard
products and, 162
information-gathering meetings and, 100
revealed through demonstrations, 107
set as incentive, 152-53
set in service guide, 132, 134
wrong time
to ask about, 103
Problem:
desirable
aspects, 95-96
predictability and, 203
-solving
methodology, 96
Process expectations, 38
Product
selection, 47-48
Project methodologies:
customer
preferences and, 45-46
definition-checking, 29
Prototypes,
70-71, 106
top
R
Relationship-building, 175-89, 198
colleagues and, 187-89
competition and, 177
customer-focused questions and, 102, 178
customer/IS
and technology, 26-27
interview participation, 131
listening
and, 50, 182
managing expectations and, 176
negative
relationships and, 125, 183-85, 188
plus/minus exercise, 110
pitfalls of, 186-87
regular meetings,
102-103
reorganizations and, 177
responsibility
for your mistakes and, 156, 181
techniques, 178-86
win-win
relationship and, xxi, 135, 175-77, 195, 198
Reputation,
150, 177-78, 188
Requirements: see Customer requirements
Responsibility, 116, 146, 156, 159, 162, 163, 165, 172, 181,
199-203
comparing perceptions and, 123
expectations
manager and, 200-203
identifying success criteria and, 102
non-supported applications and, 14-15
Responsiveness,
12, 36, 151, 154, 156, 158, 171
as contributor
to poor service, 159
decreased, 159
expectations
and, 159
Risk factors, 3, 91-92, 94
top
S
Sarah, project manager, 47
Sauna, 122-23, 140
Scripts
for responses, 162, 173-74
Self-sufficiency:
alternative support and, 168
decreased service
and, 15, 135, 163
definitions of, 134
improved,
92
premature, 34
Senge, Peter
M., 189, 207
Service:
advance
notice of changes, 135-36
agreement, 148, 149
alternatives,
133, 135, 163, 166, 167-68
annual report of, 133-34
effectiveness,
191
high-quality, 158-59
Hit-by-a-Bus
test, 164
incentives, 152-53, 163
justifications,
126-27, 165
level, 12, 153-54
measured
by complaints, 16, 138-39, 170
orientation, xvii, 16,
125, 126, 159-60, 163, 171, 173
performance, 13-14, 153-54,
195
philosophy, 144
promised, 12-13
redundant effort, 166, 172-73
reputation, 150
responsiveness
and, 159
strategies, 5, 35, 192, 198
targets,
151, 167
tracking system, 166
unproductive
or nonessential, 171-72
updates, 155
Service
guide, 132-35
ambiguous language, 31
annual
report of services, 133-34
benefits statement, 133-34
buried
policy and, 19
customer feedback, 32, 132
expectations
manager and, 200
image enhancement and, 134
as
marketing tool, 133, 134
mission statement, 132
other mediums vs., 132
perception and, 134
request
procedures, 132
responsibility and, 132, 134
setting
priorities, 132, 134, 145
without explanations, 31
Service
request, 71-72, 77-82, 94-97, 126-27, 145, 165-67
approval authority, 170-71
classification system, 167
as
expectations-managing form, 127
procedures and service guide,
132
rejection, 165-66, 173-74
Service
standards: see Standards
Shared language, 70
Shared
understanding, 3, 119
Ski lift ticket, 21, 22
Ski
jacket, 104-106, 117-18, 175-76, 189
Solution, 104-18, 197
alternatives, 114-16
analysis,
110-13
benefits, 85, 115, 146
impact of
not proceeding, 112
not-so-goods, 109, 110
pitfalls,
115
plus/minus exercise, 108-10
ramifications,
110-12
reviews, 108-10
specification and,
104-106
systems vs. jacket, 117-18
Spaghetti
Code Olympics, 18
Speaking, 17-19
active
talking, 60
eye contact while, 59-60
play
back statements, 86-87
technobabble, 26-27
Specification:
focal point, 106
solution
vs., 104-106
as subject of review, 108
Speed
limit signs, 11-12, 22
Standards, 3, 4, 119, 142-57, 194-95,
198
ad hoc approach, 149, 156
for
backups, 15, 145, 153
for bad news, 156
boldest-of-bold,
150
categories of standard-setting, 146-51, 157
conflicting
messages and, 16
exception, 151-52, 154
explanations
of, 59, 135
misinterpretation by customers, 31, 135
for
power outages, 154
priority sequence, 145, 152-53, 162, 166
problem acknowledgment, 144
problem diagnosis,
144
product support, 145, 166
recovery
assistance, 15, 145, 153
relationships and, 157
for
reporting implementation benefits, 146
routine services, 145
samples, 145
as saying whoa, 163, 166-68
status updates, 145, 157
typewriter ribbons,
157
uncertainty-managing, 142, 144
violation,
22, 159, 163, 196
Status information, 39-46,
145
chair lift repair and, 143-44, 154
expectations
manager and, 200
plane delay and, 155
Stress,
18, 68-69, 142, 185-86
Success, criteria of, 102, 114, 165
in managing expectations, 204
Summer
camp, 50
Surveys, 36-37, 125, 127-29
announcement
of, 129
due date, 128
examples vs. ratings,
36-37, 128
feedback, 17, 127, 128
follow
up, 16, 17, 37
flaws, 128
hotel satisfaction,
16
meeting vs., 131, 179
misinterpretation,
36
overuse, 127
report of results, 16-17
response rates, 17
signatures, 128-29
testing
of, 129
written responses, 128
top
T
Tailor, 175-76, 189
Talkaholic, 98-99, 100
Tanya, a trainer, 78-82, 86
Technical terminology: see
Jargon
Technological change, 1
common
technical language and, 26-27
complex and useful, 6
customer/IS relationship and, 26
as meeting subject, 180
That's not it, 66, 75, 107, 154, 197
Timing factors, 91, 94
Traffic jam, 114
Training:
advanced
spreadsheet, 78
benefits, 80, 165
customer
perception of, 123
question category and, 92
Trust, 72, 167, 177, 178, 181
top
U
Uncertainty, 142, 154, 155
Understanding: see Shared understanding
Unremarkable,
23, 33, 37
Updates, 155-56, 157
Usability
labs, 106
Utility company, 93-97
top
V
Vacuum cleaners, 24
van Steenis, Hein, 56, 61, 207
Victor, vice president, 39-41
von Oech, Roger, 207
top
W
Walter,
IS manager, 42-43
Weekly status reports, 39
Weinberg, Gerald M., vii, xvii-xviii, 75, 88, 89, 96, 103, 204, 206, 207
Whoa, saying, 158, 161-70, 173, 198
benefits of, 162-63
scripts for, 173
when
appropriate, 158
Why behind the what, 59, 135,
136
Why questions, 85-86
Wilson, Ralph,
18, 22, 56, 61, 81, 88, 207
Workload, 119, 160, 161, 162,
164, 168-70, 171, 186
