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Customer Service Initiatives: Additional Factors

High-level best practices in customer service are necessary but require supporting framework for success. Let’s say your group, that provides either internal or external customer service, now has a clear directive to “go the extra mile.”  That’s a start, but is it enough to really make any lasting or measurable change? Will the customer experience be better? Unfortunately, it is very common for a directive like this to simply wither away without anyone even noticing or caring since everyone has “real” work to do anyway. The directive was a good first step but was severely lacking in enough structure, detail, context and examples that it was almost guaranteed to die.

The directive for employees to “go the extra mile”:

  • Means nothing if they don’t know how to do that
  • Means nothing if they don’t know when to do that
  • Means nothing unless they know they have the authority to act
  • Means nothing if they don’t have some concrete examples with context
  • Means nothing if there are not some parameters or constraints on the “extras”
  • Means nothing if they are not given some flexibility
  • Means nothing if the culture punishes initiative
  • Means nothing if examples are not communicated and discussed routinely
  • Means nothing if this concept is not covered in detail during new-hire training
  • Means nothing if there is insufficient documentation to support this directive
  • Means nothing unless the positive “buzz” of this campaign is maintained
There are many more customer service principles like “go the extra mile” (e.g.,“know your customers”, “recover from mistakes”, etc.) that also require this sort of structure before the principle turns into a reality.  Green Peg can help your organization "fill in these blanks" and help you create lasting change that your customers will notice.
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To: Managers & Directors

We can design a consulting and training program for your group that will produce measurable improvements. Let's talk.

Great Principles:

- Challenge the "Rules"
- Make it Fun
- Develop the Culture
- Know your Customers
- Revisit Core Values
- Embrace Metrics
- Anticipate Needs
- Adapt to the Situation
- Service Recovery
- Attitude Creates Reality

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"M.W. - Desktop Support

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