Fundamental Service Quality Improvement Approaches
How do you achieve service quality excellence?
There are no "silver bullets" when it comes to service quality improvement. It is hard work with a lot of attention to detail, and it requires passion, consistency in intent and quality at all levels of the organization. Some of the key ingredients of success are:
What is the major challenge?The fundamental problem is that most business leaders are not "pathological" about customer service and do not believe passionately in it as a key differentiator. One of my clients (a president, who used the word "pathological" in his communications and speeches about customer service), was successful in making excellence happen and royally reaped the commercial benefits. He did not just make the rational strategy case for it, but he lived it from his heart. Unfortunately there are too few leaders like that.
But, if the customer is king, why are so many companies still behaving like republicans instead of royalists? There is often misalignment between the people and the systems in place to manage them. The challenge for today's business leaders is to put their people front and center; to pursue short-term results while continuously aligning technology, work processes, and structure around the people to enable them to become customer-focused in all aspects of operation. After all, a sharper customer focus means a sharper competitive edge.
What are my key lessons learned?
There are two lessons in this.
This is serious and hard work.
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