Organizations that have exceptional service cultures don't happen by accident. They are the result of a defined customer service strategy. Customer service practices should be incorporated into business goals that impact corporate objectives. This is accomplished by having a defined customer service strategy.
A customer service strategy consists of:
A Vision for Customer Service
Communicating the customer service vision is an important first step in service strategy. Employees need to understand their role in meeting the needs of customers and how their work contributes to the vision. It is easy to recognize businesses that are strong in service and those that aren't. Service training is the key to a great customer service experience.
Assessing Customer Needs
It is important to find out what the customer needs and expects. There are several approaches to soliciting customer feedback. It can be done by using customer comment cards, satisfaction surveys or focus groups. Each method can