Service Excellence
Discussions around service excellence or the lack thereof remains a constant point of discussion in business today not only on a B2B level but also more vocally on the B2C level. Being a service provider myself it stands to reason that this is a high priority for my business so I tend to focus on this point when it comes to being the recipient of services either for my business or as a consumer. Recent personal experiences as a consumer led me to consider whether businesses providing services truly understand the concept as it never fails to amaze me how often this aspect goes wrong. Either the complete experience did not offer the service excellence expected or it failed right from the get go!
Let me elaborate on these two points, if there are a number of interactions by a customer with your company it remains crucial that everybody in the company understands the importance of the customer service experience and more importantly is adequately equipped and trained to provide prompt, friendly and helpful service. Its of little or no value, if your receptionist or call centre operator superbly executes their task and then the next person who handles the nitty gritty aspect of the customers interaction does so with little regard for the service experience. All that effort put in by their colleagues is lost. (more…)