Tag Archives: customer service

Sep
22
Jul
21
  • The Cost of Poor Service

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    Poor customer service creates a leak in your organization, causing potentially loyal customers to slip away. In other words, poor service will cost your organization money. Lots of money. You incur this cost in two ways . . . Your customers won’t come back Your customers won’t recommend you to anyone So where is all the lost money going? 1. Direct loss of sales Have you ever tried to buy something from an organization, and their service became so poor […]

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Feb
24
  • Making Customers Satisfied is Out of Date

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    When you provide the right service at the right price, at the right time, and to the agreed-upon specifications, the customer is satisfied. This is the mission of most organizations because they assume that it is sufficient to satisfy customers. But studies conducted on the relationship between customer satisfaction and customer loyalty show that this assumption is deeply flawed. Xerox, for several years in the past, polled 480,000 customers per year regarding product and service satisfaction using a five-point scale […]

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Jan
19
  • Starting the year with a clear service concept

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    The service concept is a shared understanding of what the organization provides and what the customer receives. Although it’s a simple idea, the service concept is powerful and can be used as a central tool in the design, delivery and improvement of services. In fact, concepts are what customers actually buy, not the elements of service. For instance, an MBA student buys ‘employability’ from the business school and not the elements of service like lectures, books, and certificate. Similarly, a […]

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Jun
14
Nov
2
  • The importance of service processes

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    Put simply, a service process is a set of defined tasks needed to complete a given business service activity, including who is responsible for completing each step, when, and how they do so. It is important to note that service processes are not just the processes at the point where the customer receives the service. Service organizations that consistently meet both cost and quality targets know that they must manage the chain of processes from start to finish rather than […]

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Jun
7
  • Service as competitive advantage

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    Increasing competition, declining sales and more service-aware customers are putting pressure on organizations to rethink and improve the levels of service that they offer. Hence, many organizations are recognizing that by improving the service provided, they can make significant and sustainable gains in the marketplace. Service and service delivery can be, and increasingly are, a competitive weapon. As highlighted in our previous write-up, “Understanding the service concept”, the effect of good service on creating valuable customers, increasing customer retention and […]

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Jun
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May
9
May
27