The a z of customer service excellence

5,913 views

Published on

Customer service

Published in: Business, Education

The a z of customer service excellence

  1. 1. THE A-Z OFCUSTOMER SERVICEEXCELLENCEDr. Oyewole O. Sarumi
  2. 2.  A is for Acknowledging customers be that inperson, over the telephone, or by writtencommunication (email, letter etc...)
  3. 3.  B is for Best Value (obviously!).
  4. 4.  C is for Complaints, your most useful form offeedback.
  5. 5.  D is for Dedicated staff working within aculture of customer service excellence.
  6. 6.  E is for Empowerment, equipping your staffwith the means and freedom to deliverexcellent levels of customer service.
  7. 7.  F is for Flexibility. The rigid application ofpolicy in all cases without exception willinhibit your ability to deliver customer serviceexcellence.
  8. 8.  G is for Going the extra mile. Now a clichébut still worthy of inclusion - amaze yourcustomers by delivering that little bit morethan they expect.
  9. 9.  H is for Human. Customers like to deal withhumans, not organisations and certainly notmachines.
  10. 10.  I is for Interaction with customers. If customerinteractions are positively dealt with you arewell on the way to achieving excellent levelsof customer service.
  11. 11.  J is for Joined-up thinking, or partnershipworking through which knowledge andexperiences are pooled in order to achievegreater efficiency and higher levels ofcustomer service excellence.
  12. 12.  K is for Knowledge. The more you knowabout your customers the better you will beable to serve them.
  13. 13.  L is for Listening. Truly excellent serviceproviders do not talk, they listen.
  14. 14.  M is for Managing expectations. Whereverpossible, underpromise and overdeliver.
  15. 15.  N is for Nurturing the culture of customerservice excellence within your organisation.
  16. 16.  O is for Ownership. Throughout the entireorganisation all employees should own andfeel responsible for the delivery of thecustomer service excellence programme.
  17. 17.  P is for Processes, having effectiveprocesses in place to facilitate excellentcustomer service delivery.
  18. 18.  Q is for Quality service provision.
  19. 19.  R is for Recovery. When something goeswrong take action immediately to keepcontrol of the situation and find a solutionwhich is acceptable to all.
  20. 20.  S is for Satisfaction. Test the effectiveness ofcustomer service strategies by measuringcustomer satisfaction.
  21. 21.  T is for Trust, keep your organisation’spromises.
  22. 22.  U is for Understanding the contributingfactors to customer service excellence.
  23. 23.  V is for Visibility. Customer service standardsand details of current performance inachieving those standards should be madeavailable to all employees and customers.
  24. 24.  W is for Word of mouth. Impress yourcustomers and it will work to your advantage.Upset your customers and it will damage yourreputation (one unhappy customer will tellnine others (TARP).
  25. 25.  X is for eXceptional service. Surprise yourcustomers with the level of service you offerthem.
  26. 26.  Y is for Year in, Year out because yourcustomer service strategy should beconstantly revisited to ensure that standardsand processes remain relevant and current.
  27. 27.  Z is for being Zealous in your pursuit ofCustomer Service Excellence

×