Organisational and Professional Development
One of the defining elements of a World Class organisation is its complete lack of complacency and its relentless drive to improve its service.
It does this by making sure it pays attention to everything that touches or has an impact on a customer – and that means everything!
Customer Service Strategy
Improving service means focusing on all the elements that matter - Strategy, People, Culture, Process and Systems.
A Customer Service Strategy needs to be developed to help that holistic approach to service. This ensures that each segment is addressed in a logical, controlled and sequential manner and it also helps measure achievement against the Strategy. In addition, it provides a platform to help articulate the customer service vision to customers and staff and to ensure that customer service pervades the culture.
The Plan
The overall aim should be to differentiate the Brand through the quality of service that it delivers by:
• identifying the service priorities of the organisation’s customers
• adopting standards of service that meet those priorities
• measuring performance against those standards and priorities and providing management information in a clear, simple and actionable format
• supporting people where appropriate and as determined by performance measurement
• encouraging a culture of continuous improvement and innovation
• rewarding and recognising those behaviours that lead to service excellence.
SOCAPiE can help with a number of these elements through:
Customer Service Strategy Model
Contact SOCAPiE
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