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Objective
Excellent customer service requires more than training of front
line employees. All front line employees, supervisors, managers and
executives need to be skillful in identifying and addressing customer
needs. The company must also have practices and systems that support
customer service, senior management must make service a priority
and all levels of management must support and encourage customer
service behaviors. Organizations must be sure that procedures and
systems are aligned with the objective of providing excellent service
if they plan to make customer service a competitive advantage.
Bradley
Lambert, Inc. can work with the organization to define what is needed
and how to implement training as well as systems or procedures that
promote excellence in service.
Activities
- Policies and procedures may include
- Handling of feedback from customers such as response time, tracking
of complaints, analysis of systemic problems
- Definition and collection
of customer service measures on a regular basis
- Standards for service such
as response time, product knowledge
- Systems may include:
- Customer tracking to provide targeted product information
- Reward systems that support service
- Customer information systems that allow front line
employees to better serve the customer
- Product and customer service training targeted to management
and front line employees
- Training may include:
- Facilitated sessions with management to define service expectations
and determine measurement systems
Customer service skills
classes for front line employees to set the expectation for providing
excellent service and develop required skills
Leadership class to clarify
the supervisor, manager and executive role in supporting excellent
service
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