Customer Service Strategy for 2009
Many organizations do not know they are in the service business. Some think they are banks, government, telecommunications, retail, fast food, pharmaceutics but the service leaders understand they are in the service business. It doesn't matter if you have 30, 300, 3,000 or 30,000 employees you must train and educate your staff so when they begin to work each day, they are excited about helping customers.
In some markets and some countries the economic down turn has been stronger. Russia may have been hit the hardest. In the US a cross section of organizations have taken a hit. When times were good most firms were often careless about their commitment to provide WOW service. The need to keep customers was a low priority with most organizations in the good times. Marketing money was unlimited. With a slower economy providing EXCEPTIONAL SERVICE IS KEY. OK or GOOD service is not enough.
January is a great time to launch an aggressive customer service training program. This is the month employees are ready to begin a new year. Develop your people. Help them become more productive and customer driven. Weed out dead employees and help them get a job at your competitors. Instead of replacing them train your star employees to deliver more. In 2009 the focus should be on keeping customers and creating more revenue through word of mouth advertising.
(source: servicequality.com)
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