Service is the fundamental element of business success. Before embarking on any new initiative consider the service implications on your customers (both internal and external):
- What are your service offerings? Do you have a service catalogue which defines those offerings?
- What does the customer expect?
- How will you measure customer satisfaction?
- Consider your KPIs (key performance indicators)
- Consider your internal and external SLAs (service level agreements)
- Consider using both empirical and perception measures
- Customer perception is their reality, use empirical measures to adjust perception based on evidence
- Complaints are gifts
- A great opportunity to change customer perception
- If you manage a complaint well it will improve the customer perception of the service
If you need support with your service offerings or would just like some advice please get in touch through our contact page.