This chapter focuses on operational effectiveness and breaks it down into its constituent elements. These five self-evaluation questions can help a business assess customer service excellence potential:
Where organizations are able to build a business model around the insights they have into what it takes to be easy to do business with, they are then in a position to change the rules of the marketplace. Understanding these key criteria enables them to redefine the customer needs the industry is focusing on. Virgin Group is one such organization that has demonstrated time and again how to bring radically new products and services into the marketplace without necessarily being the first to market in a particular sector. Professors Kim and Mauborgne, from the French business school Insead, use the term "value innovators" to describe organizations that adopt these sorts of approaches to business. In effect, the competition is left standing as old sources of advantage are destroyed and new ones created.
Download the rest of this chapter on customer service and business processes.
Customer service excellence: Six tips in six minutes
Tip 1: Using customer intelligence in a service strategy
Tip 2: Improving customer service with effective business processes
Tip 3: Employee satisfaction and customer service excellence
Tip 4: Building a service strategy with organizational leadership
Tip 5: Change management in a customer service strategy
Tip 6: Customer service excellence best practices
|These chapter excerpts from Business Success Through Service Excellence, by Moira Clark and Susan Baker, are used by permission from Elsevier Publishing. Published by Butterworth-Heinemann, a division of Elsevier, 2004.|