What is good customer service?
In order to build the best customer service in the world we first of all have to make sure that we know what good customer service is. This might be a case of defining the obvious – in a White Paper I was involved in we defined it as:
- giving each customer what they want, when and how they want it
This seems simple a simple and obvious truth.
Restating in a few other ways:
- We state what we do, and then do it well. Good customer service is about the processes that deliver reliably and repeatably around what you say you are going to do.
- Everything that we do that touches customers and we ensure that the process is as good as possible. that we measure its success in satisfying the customer, and that we identify opportunities for improvement. We acknowledge that we are not perfect, and we invite feedback, and then act on it, so that we can get nearer to perfection.
- Our internal processes should be mapped such that the customer is at the center of the process, and that the measure of the customer satisfaction is part of the way that it is executed. Feedback that indicates dissatisfaction should be acted upon.
Everybody within the company is challenged to identify ways in which our processes can be improved, and customers are invited to identify ways for things to be improved, and to point out where we can do better, and how. We know that we can improve, and we will.
The key message I wanted to relay in this post is that internal processes are just as important for customer satisfaction as the ones where the customer is in contact with us, and that we are doing something about that, and will be doing even more.
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