8. The 5 Ps of Customer Service & Satisfaction
• Customer service in its truest essence, is an abstract concept. It
involves your customer’s perception of the value expected from you
and the value you actually delivered.
• In cases where both of them match, a customer is said to be satisfied
with your business.
9. Product
• The product is your ‘core’ offering to the customer in return
for a price.
• It is the first and real value on which the customer judges
you and the most important factor on which customer
satisfaction depends.
10. Policies
• Policies are guidelines that direct the company as
whole to function in ways to ensure customer
satisfaction.
11. People
• People or the employees of the company are the enablers of
customer satisfaction in practical. It is not about the number of
employees you have; it is about how each one of them reflects your
brand in their day to day interactions.
• One of the driving factors behind Zappos’ rocket speed growth was
the dedication of their employees to customer service. You not only
need to define customer satisfaction as a strategy but also make it
implementable through your people by giving them the required slack
and authority.
12. Processes
• Processes are the implementable steps that make the
customer satisfaction strategy, a reality.
• Customer satisfaction, when implemented to scale, become
highly cumbersome to handle. The last thing you would want
is your support guys failing on promises they make.
13. Proactivity
• Proactivity is the agility to take steps and adopt
changes in your business’ structure to ensure
customer satisfaction.
