Customer Service Strategy Session
In addition to training and
performance development, there are a number of factors that will impact service
performance in every organization. The service strategy session is designed to
help senior management to prioritize and begin resolution of the most
significant issues impacting service performance. A facilitated meeting is
used to prioritize issues and opportunities and to develop specific actions to
be taken by meeting participants before and after the session. The issues
Qualitative and quantitative data that tells you what your customers think
about your products and services (e.g., surveys, focus groups, warranty
The physical systems and resources used to deliver service (e.g.,
phone/voice mail system, spare parts supply depot, hardware, software,
Service Capacity: The
ability to deliver service in accordance with market demand (e.g., number of
professionals on staff as a proportion of customer interactions per day,
number of people working the 800 line during periods of peak demand, number
of check-out clerks during busy vs. slack shopping periods).
Performance Evaluation and Consequences:
The degree to which evaluation and consequences are aligned with service
behavior (e.g., customer-based performance evaluation, rewards and
recognition for "super human" customer service, etc.).
Training: The tools
and techniques provided to employees to help them carry out the service
goals of the organization (e.g., ways to assure professionalism,
responsiveness, sound problem management, etc.).
Session Outcomes: A
strategy implementation plan (including timeframes and individual
responses). The plan includes tactical steps required to address
each service issue.
To prioritize and remove systemic barriers to allow service performance to rise to a level that is measurable and sustainable.
| Identify/categorize systemic barriers
| Prioritize barriers
projects and "quick hits"
| Build follow-up/communication plan
Senior managers and others who can influence decisions on how the organization manages service performance (e.g., middle/upper managers, top performers, etc.).
|Survey development and administration:
We can develop, administer and report on the results of surveys designed to measure the satisfaction of your customers. This will provide a true measure of the effectiveness of your efforts.
|Service project assistance:
We can help you to define and measure performance on projects and "quick hits" designed to remove systemic barriers to service performance.
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