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Customer Service Strategy Model - Continuous Improvement

Continuous Improvement
It is important that all businesses create the environment where continuous improvement can flourish.

All customer-facing processes should be process-mapped and improvements implemented where appropriate.

Service management tools

A Service Management System should be developed that enables:
  • local units to manage service on a daily/weekly/monthly basis
  • local units to adjust their Action Plans according to service measurement data
  • offsite managers to ‘inspect the expected’
  • review of plans at all levels

Some of the tools that you will currently have can, with a little thought, be turned into a positive and proactive Service Management System. It is important that any records show all the positives as well as the negatives.

Complaints

 One of the most important customer-facing processes is the way complaints are handled. There is clear evidence that the way a complaint is handled has a strong influence on a customers’ loyalty.This chart shows that customers whose complaint has been handled well are even more loyal than customers who never had a problem in the first place.

Loyalty Index
A root and branch review of complaint handling reaps huge benefits. This should not stop at the actual process but review what happens at the first point of contact. Are staff empowered to resolve a problem at first point of contact? Do they have authority to do whatever it takes to satisfy the customer?

SOCAPiE can help with Complaints training through the SOCAPiE Business School.

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Image icon Loyalty Index29.07 KB

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