You often find documents like: ‘8 Golden Rules to Customer Service’ or ‘Ten Commandments of Customer Care’ But what is customer service really about? And what is the difference between a customer’s idea of good service and an organisation’s?
On a basic level most would say that customer service is about enhancing the level of satisfaction that the customer feels when doing business with a company, but in reality it is so much more.
There are many different models of customer service but they all agree on one thing: that organisations should have clear answers to basic questions.
For the Institute of Customer Service ”Customer service is the sum total of what an organisation does to meet customer expectations and produce customer satisfaction”.
In order to meet these standards an organisation has to look both internally and externally and assess the systems in place to find out what customers expect.
Once you know what your customers want and expect you can work out if your staff deliver the very same level. If there is any performance vs. expectation differences, then they need to be addressed and constantly monitored.
Key to customer service is getting all members of your organisation to embrace it through training and development, at individual and team level.
To do this an internal assessment might be considered as a wise way of gathering the information needed in a time efficient manner with minimal cost. As the assessment will already be written for you, all that you need to do is to get your staff to complete it.
After all It is people who make a business, and where your staff are not aligned to your business objectives you will be missing opportunities.
Carrying out regular staff satisfaction surveys along side the customer ones will help you to create a culture of openness which will improve communication, staff engagement and productivity, resulting in increased profitability, and happy customers.
Good customer service is the livelihood of any business. You can offer promotions and cut prices to bring in as many new customers as possible, but unless you can get some of those customers to come back, your business won’t be profitable for long. Its not just bringing them back its keeping the customers happy too- happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.
At Taylored Assessments we have just the assessment to get you the answers you need in reference to customer care and staff engagement.
For more information on the importance and relevance of Customer Care and Staff Engagement Read below.
Customer Care:
How would you survive without happy customers?
Do you know how happy they are?
Could your key customer be about to leave you?
Staff Engagement:
Staff Engagement Surveys are a vital tool for assessing and developing your people.
Personnel who are engaged are ambassadors for your organisation, are loyal and are keen to support you in your success.
Filed under: Analysis, Business, Business Insights, Consultancy, Entrepreneur, Management, Management Style, Strategy, Taylored Assessments, Understanding people
