Customer service
"You can tell whether a man is clever by his answers. You can tell whether a man is wise by his questions."
-Naguib, Mahfouz		 Customer focused service design  In this page you will learn
righttriangred.gif (1146 bytes)the importance of aligning your organization for customer satisfaction
righttriangred.gif (1146 bytes)why efforts fail

 

Good customer service is more than smiles and kind thanks. It takes the combined effort of all in the organization to design and manufacture the product the customer requires and to support it with the continuous service that will make it an exceptional value
  • This requires:
    • The design of a strategy that focuses on the customer needs
    • The identification of the processes key to the strategy
    • The alignment of the processes with the customer objectives
    • The deployment of the service strategy
    • The implementation of the measurement system
    • The training of all those concerned
    • The development of the positive attitudes and motivation of the customer contact employees.

 

A lot of efforts in recent years have been directed towards applying new fads to improving customer service. Processes have been reengineered, large efforts devoted and the results? In too many cases we have seen:
  • longer telephone waits for simple answers
  • no one responsible for taking care of you
  • branch offices closed
  • fees for talking to a cashier
  • department stores with no help available
  • long and complicated billing statements
  • complicated and confusing voice answering systems

We have found that companies that follow or model and design their processes to meet the expected customer needs are very successful in the market place.

  • The concept is simple:

    1. 1.- find out what the customer wants,

    2. 2.-see how you are doing

    3. 3.-change the processes that do it to meet the customer needs, not yours

    4. 4.-get your people involved and motivated to do it.

Many efforts have done 1,2 and 3 but failed miserable at 4.

For details on how to gain client loyalty click here

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