Customer Service Excellence
How to Excel in Service Delivery
More and more organizations say they are striving towards customer
service excellence. But what does this mean exactly?
Well, we all know the meaning of customer service, but what about the word "excellence". The definition that I feel most comfortable with is:
"Excellence is the act of excelling in quality"
So, my feeling is that companies want to excel in the quality of their customer service. Ie., be amongst the top performing organizations for customer satisfaction.
Achieving this is not just a pipe dream, it is entirely possible if organizations put their mind (and the resources) to it. Once the goal of excelling in customer service is agreed upon, an action plan must be drawn up for execution.
Once the plan of attach is established, all employees and associates must be consulted and engaged with the plan.
As long as the necessary resources and commitment are in alignment with the strategic plan, customer service excellent can become a reality.