How do we manage the actual delivery of the customer service experience to our customers and ensure that it matches our business strategy and our definition of the required customer experience?
Putting into practice the desired customer service experience requires a high level of planning and co-ordination to achieve the results required. Each aspect of the customer experience must be considered – from product, purchase and support through to the ongoing relationship and company reputation.
Planning of service delivery required based on standards set during the strategy phase.
Implementation and project management of service delivery standards.
Our software systems provide an early warning system for management of any customer issues as they arise, enabling improvement actions:
Scorecard – provides a real time view of how the process is performing and allows trends to be monitored and performance thresholds to be set. If a threshold is breached, an alert is raised and can be sent immediately via email or SMS as required. This allows management by exception, and additional questions can be added to customer surveys immediately to identify the root cause of the problem so that it can be resolved.
Account Management information – using rules that are set up in the system, customers can be treated as individuals with different requirements so that appropriate action can be taken immediately when a problem arises. This can be used for example to identify a poor service experience for a VIP customer sending a notification to an account manager to flag the problem so that it can be rectified. This also works for excellent service performance, whereby the customer service representative can be recognised and rewarded.
