Service Excellence

The value and importance of good customer service had been acknowledged and been embraced by companies throughout the world. This is evident by the fact that all major corporations list customer satisfaction/happiness as part of their mission/vision statement. Despite this fact, very often customer service comes up short.

Why?

Businesses are driven by bottomlines (profits). They embrace customer service driven by the knowledge that better service will likely result in customers returning for repeat services/products which will generate more business and more profits.

The challenge faced by most companies is how to quantify the absolute value of customer service so that a Return to Investment for the expenses incurred running a customer service operations can be performed.

The return from investment in customer service is often intangible. It is difficult to place a specific dollar/return. As a result investment customer service is often treated as operational expenses. This result in approaching customer service from a cost management perspective.

Hence without accurately quantifying the value/return of customer service, the commitment and delivery of customer service will always take a secondary position in the face of other business demands.

Quantifying Returns from Customer Service

Voice of Customer

• Contact Centre Metrics – A means to an End

• Are we hearing Customer’s Needs?

• Are we responding to Customer’s Needs?

• Are we meeting Customer’s Expectations?

• Starting from the basics

• Cultural / Mindset

• Recruitment Process

• Training

• Tools of Trade

• The Next Steps

• Information / Data

• Quality Monitoring

• Coaching