|
Customer Service
The top five reasons why most Customer Service
initiatives fail
Some organisations are great at customer service; it’s
deeply embedded in their culture – it’s “in their DNA”. But for many
organisations, delivering great customer service is an ongoing issue. Senior
teams know it, but seem unable to do much about it. Initiatives come and
go, but none really move the dial. Why?
Here are five common reasons that customer service
initiatives fail. Do your plans fall foul of any of these?
1. Seeing it as an Initiative
Improving customer service requires a deep and ongoing
commitment. It starts with a vision of how you want the customer to feel
and to perceive the organisation and its people. Delivering it might
require programmes of education and skills development, developing a new
language and ways of working, and lots of communication and hoopla. Making
a step-change in customer service really is like turning an oil tanker. And
one thing that will guarantee failure, is trying to do it through a
standalone initiative.
2. Starting at the Bottom
Service quality is a result of business culture.
Initiatives that focus changes primarily on front-line teams, without
championing real behaviour change throughout the organisation, will always
be short-lived. True service culture begins at the top, and cascades
through every layer of the hierarchy, supporting and serving those at the
sharp-end. Stores with happy customers and unhappy staff are as common as
hen’s teeth.
Click here for the other three
reasons
How to deliver a Business Turnaround…
… in five “not so easy” steps
The business is in trouble. The Finance Director has
bought some time from the creditors, and now you need to deliver a
turnaround in the trading performance.
Turning around a business can be one of the most
rewarding experiences in business life, but it isn’t easy, and even if you
do all the right things, sometimes it just doesn’t work out. But if you
address each of the five areas below, drive hard on the pace, and never,
ever stop convincing your colleagues that there is a future for the
organisation, you’ll be giving yourself the best possible chance to
succeed.
Here are the five basic steps you need to follow.
Here are the five
basic steps you need to follow
|
