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Based on "unscientific research" but overwhelming anecdotal evidence, customer service levels in the retail and tourism industries are on the decline, particularly in the Emerald Isle.
Our current levels are way behind those achieved in the early nineties. Have no doubt that the company's bottom line suffers as a result, so the message is clear - we need to go back to basics and start managing our moments of truth ie each interaction the company has with the client.
For customer service personnel, it is critical that you record all of these interactions to paper - yes all. From how long it takes staff to answer the phone to how specifically they hand money back to the customer.
The next step is the most innovative but probably the most powerful - decide with your staff what are the acceptable levels for each of these moments.
When staff have an input, they feel more ownership of the new regime. In essense it is their strategy.
As the standards improve, why not consider guaranteeing your service - creating a customer service charter. This will leave customers in no doubt that they are dealing with a company focused on customer service excellence.
Every day I am faced with unacceptable customer service standards - I choose in the majority of cases not to deal with these organisations in the future.
Lets turn the clock back and up our standards.
Posted by Kevin Kelly at
September 9, 2004 10:37 AM