SOP – Service Agreement vs. Service Level Agreement
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Should you offer automatic refunds to your customers? I don't think so. I'm a fan of service agreements – but not service LEVEL agreements. Here's why.
Timeline –
00:00 Service Agreements vs. Service Level Agreements
00:46 Define service level agreement
01:28 Reaction times
02:23 Time to start working
02:41 Time to solve
03:14 The biggest problem with service level agreements
03:42 I advise you not to return money
04:29 We all have delays
04:55 Focus on the relationship
05:16 Call to action
Timeline –
00:00 Service Agreements vs. Service Level Agreements
00:46 Define service level agreement
01:28 Reaction times
02:23 Time to start working
02:41 Time to solve
03:14 The biggest problem with service level agreements
03:42 I advise you not to return money
04:29 We all have delays
04:55 Focus on the relationship
05:16 Call to action
Book mentioned: Service Agreements for SMB Consultants (http://www.serviceagreementsforsmbconsultants.com).
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