Process
Customer Service Communications – The Rules of Response
It’s actually really easy and can be summed up in two words: Be Responsive. Focus – Your current customer interaction is the only one that matters. Don’t multitask. Give your customer your undivided attention; it shows that you consider him/her important. Answer the phone, now! – Unless you’re already in a live customer interaction, do [...]
Implementing a Customer Excellence Action Plan
I decided to document the high level steps needed to implement a Customer Excellence action plan. In my new position as a Client Satisfaction Manager, I had the pleasure of meeting with some “strategy consultants” who were trying to sell us on a plan to improve the customer focus of our organisation. During the discussion, [...]
Use the WHIP…
So, you’re in a new environment and need (or want) to find out if the organisation is driven to customer excellence (or anything else for that matter). How do you go about it? First, remember that they are all customers to each other. You don’t need to analyse the customer interactions immediately or directly. You [...]
