The Customer Service Expert
The Customer is King - Long Live the King! The Customer has been at the centre of Marketing philosophy for several decades – but at no time in known history has this statement been more important than it is today.
It is vital now, more than ever, to provide the best possible service at every touch point with the customer; to follow up every contact with every existing customer and to make their experience valuable and memorable.
As Sir John Templeton, investor, mutual fund pioneer and billionaire, said, "If you want to have a better performance than the crowd, you must do things differently from the crowd."
The team at Immediate Impact have many years experience of working with and for customers across many different industries and in a variety of continents. In addition to senior management roles in Customer Service both within the Marketing & Advertising Industries and also in Finance, Beverley Le Cuirot has been responsible for the introduction of Total Quality Management systems for various clients and employers, including a large international bank across many operating countries.
We can therefore steer you towards even greater customer service, giving them a unique experience and giving you a revitalised business.
Immediate Impact adheres to seven simple steps of Customer Service:
1. Staff Engagement – if the staff are going to deliver impeccable service to your customers they have to believe in what they are saying and doing. Try to incorporate them in the development process in order to make them feel part of the business.
2. Identify Areas for Improvement (“Service Gaps”) – start by trying to measure the service gaps by consulting with staff then take your research outside by arranging customer surveys and focus groups.
3. Development of Customer Service Standards – it is wise to develop customer service standards for both internal and external customers.
4. Consistency – it is important to ensure that the level of customer service is consistent throughout your business and that this is communicated to your staff.
5. Sustainability – once the initial excitement of your new programme has passed, it is essential to maintain the momentum and keep people interested and driven, which can be achieved through training programmes.
6. Performance Measurement and Monitoring – it is important to monitor your performance on a regular basis to identify successes and where there is room for improvement.
7. Management’s Responsibility – in order to keep staff motivated and driven, managers must improve on their coaching skills to keep enthusiasm at its optimum level.
- If you feel we have the right Customer Service experience ...
- Call us now to discuss how our Customer Service Expert Package can help your Business
- +44 (0) 1534 858 556 / +44 (0) 7797 727 209
- Or email info@immediateimpact.je
PS: Have you seen our range of Customer Service books in the Immediate Impact Resource Centre? Why not browse now?
