Describe HOW YOUR ORGANIZATION BUILDS RELATIONSHIPS to acquire, SATISFY, and retain CUSTOMERS; to increase CUSTOMER loyalty; and to develop new opportunities.

Within your response, include answers to the following questions:

Area 3.2a. Customer Relationship Building

(1) HOW DO YOU BUILD RELATIONSHIPS to acquire CUSTOMERS, to meet and exceed their expectations, to increase loyalty and repeat business, and to gain positive referrals?

(2) HOW do your KEY access mechanisms enable CUSTOMERS to seek information, conduct business, and make MAKE COMPLAINTS?

What are your KEY access mechanisms?

HOW do you determine KEY CUSTOMER contact requirements for each mode of CUSTOMER access?

HOW do you ensure that these contact requirements are DEPLOYED to all people and PROCESSES involved in the CUSTOMER response chain?

(3) HOW DO YOU MANAGE CUSTOMER COMPLAINTS?

HOW DO YOU ENSURE THAT COMPLAINTS ARE RESOLVED EFFECTIVELY and PROMPTLY?

HOW do you minimize CUSTOMER DISSATISFACTION and loss of repeat business?

HOW are COMPLAINTS aggregated and ANALYZED for use in IMPROVEMENT throughout your organization and by your PARTNERS?

(4) HOW do you keep your APPROACHES to BUILDING RELATIONSHIPS and providing CUSTOMER access current with business needs and directions?

Notes:

N1. CUSTOMER RELATIONSHIP BUILDING (3.2a) might include the development of PARTNERSHIPS or alliances with CUSTOMERS.

For additional description of this Area, see 3.2 Customer Relationships and Satisfaction Description.

2005 Criteria Items: 1.1 - 1.2 - 2.1 - 2.2 - 3.1 - 3.2 - 4.1 - 4.2 - 5.1 - 5.2 - 5.3 - 6.1 - 6.2 - 7.1 - 7.2 - 7.3 - 7.4 - 7.5 - 7.6 - P.1 - P.2

Areas: 1.1a-1.1b-1.2a-1.2b-1.2c-2.1a-2.1b-2.2a-2.2b-3.1a-3.2a-3.2b-4.1a-4.1b-4.2a-4.2b-4.2c-5.1a-5.1b-5.1c-5.2a-5.2b-5.3a-5.3b-6.1a-6.2a-6.2b-7.1a-7.2a-7.3a-7.4a-7.5a-7.6a-P.1a-P.1b-P.2a-P.2b-P.2c