WebsiteAlways.com


10 Customer Service Quality Statements to Measure up Against


It might sound quick and simple, to say how well your business does in satisfying it's customers. Hearing such as:-

"We're increasing our turnover by 14% year to date"

"Our customer complaints are now less than 4% or our transactions"

...might sound like music to your ears, but that's just the time you need to be very careful.

A regular measurement of where you are as your organisation, not depending on some of the easy-to-fake figures, might just make the difference in how well you are doing now, and into the future.

Try these quality statements and set up a mechanism whereby you review them monthly - yes, that's right, monthly. This needs to be thorough and objective. And maybe even the scores made by a cross- section of your people in all areas of your business - then you get objectivity and a true picture of how you are scoring. It is a great activity to score each of these out of 10, make a tracker month by month and each time you review, ask yourself the question:-

"What would we need to do to move our score up by 3 points"
Do it point by point and then, after you have that 3-point question, work out a monthly action plan, so that step-by-step, you gradually improve. (Note:- If you are too near a score out of 10 to have three points to go - upgrade your statement!).

Then and only then will your improvement be sustainable and you can reset the questions over time to a higher standard. Then you truly will be The Best in class!

The Quality Statements:-

  • We use a variety of staff to monitor customer service on a regular and consistent basis

  • We know and can clearly state our customer groups

  • We listen to customers about our products and proactively seek to redress issues

  • We notice and congratulate our people and teams when they perform well

  • Senior management are fully and visibly engaged in customer activities

  • Our people enjoy the challenge of changes

  • Our organisation and our people have aligned values

  • Our customers find working with us easy and pleasurable

  • We know how our people feel about working here and always respond to make it better

  • We have teams and individuals who can respond quickly to changes circumstances, whatever they are Keep a track of these - visually represent it somewhere very publicly for your people. Involve many of your them in monitoring, finding solutions and taking accountability for change, where needed and your business, your people and you will thrive.

    One final point. Starting is good, being able to demonstrate your success in 12 months is another thing - as is still doing this review at that time.

    Martin Haworth is a Business and Management Coach. He works worldwide, mainly by phone, with small business owners, managers and corporate leaders. He has hundreds of hints, tips and ideas at his website, http://www.coaching-businesses-to-success.com. (Note to editors. Feel free to use this article, wherever you think it might be of value - it would be good if you could include a live link)

    ...helping you, to help your people, to help your business grow...


    MORE RESOURCES:

    Sr Claims Processor / Customer Service Rep (Health Claims - TPA ...
    Seattle Times, United States - 23 hours ago
    You will have dual responsibility for processing claims and providing customer service on assigned account(s). Qualified candidates must have a minimum of 3 ...


    Nortel Simplifies Cross-Country Customer Service for MDA National
    CNNMoney.com - Jul 3, 2008
    A routine phone system replacement for Australian insurance company MDA National(2) has evolved into a unified communications deployment with Nortel(1) ...


    NVQ Assessor - Retail and Customer Service
    24dash, UK - 18 hours ago
    One of the largest training providers in the country is currently looking for qualified NVQ Assessors in Retail and Customer Service in both the East and ...


    Simply enhances customer service
    Telecom Paper (subscription), Netherlands - Jul 2, 2008
    German mobile discount service provider Simply has launched a new contact and customer service centre for online questions. The provider will answer every ...


    Excellence in Customer Service, The ICS Annual Conference 2008
    24dash, UK - 16 hours ago
    In support of our aim to share authoritative customer service knowledge and provide networking opportunities for all customer service professionals, ...


    More than half of contact centres can’t personalise customer service
    Customer Strategy, UK - 14 hours ago
    New research among contact centre managers and customers highlights the importance to customers of receiving personalised service and the inability of most ...


    Customer service: Do you deliver
    InvestmentNews, NY - Jul 3, 2008
    ... offices and the incomprehensible representatives at many 800-number call centers, customer service throughout our economy is becoming an oxymoron. ...


    Customer Service Representative
    Seattle Times, United States - Jul 2, 2008
    60+ openings starting Oct. 2008. Duties: Respond to taxpayer telephone inquiries and provide tax account and tax filing assistance. ...


    American Chronicle

    Customer Service Improvement Can Come from Small Changes
    American Chronicle, CA - Jul 3, 2008
    You can experience big changes in customer loyalty by making small changes in how you deliver customer service. You do not have to make massive changes to ...


    Top Ten Customer Service Tips for the 2008 Republican National ...
    American Chronicle, CA - Jul 3, 2008
    Here are ten customer service tips to the people hosting the 2008 RNC to help the event be spectacular in the eyes of the delegates, media and others who ...

    Customer-Service - Google News

  • Interesting articles | Home | site map | Link
    © 2006
    Job posting sites Breast enlargement Jobs Mahoubi.net Free Online Dating | Free personals | Married personals | Totally free personals | Dating online lakeland fl | Free dating sites