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
top
D
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
top
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
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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
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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
top
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
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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
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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
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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
