Improving Corporate Customer Service In The Entire Organization

Improving Customer Service Enterprise Wide

There are two major foci that impact on the customer's perception of customer service. The first, and most obvious is how the customer is treated by the employee he or she interacts with, whether it be at a hotel desk, during a call center call, or in a retail establishment with a salesperson.

The second is broader and less obvious. Many other things (besides direct contact with employees) affect and determine whether an employee has a positive experience, and those other things have to do with corporate wide decisions. For example, a store that consistently advertises products but cannot keep them in stock, will be perceived as offering a poor customer experience, and poor service. Corporate policies on returns are another example. Companies that allow their employees to make customer related decisions on the spot, rather than have to have everything approved by a "higher up", will also tend to be seen as "customer friendly".

So, the question is, how can companies improve their customer service by looking at what they do, and how they do it, on a corporate wide level. On this page you'll find questions and answers that address this issue.

• Has technology improved the customer experience in most companies?
• Do you have any tips to guide us in using technology to improve customer service?
• Is It Possible To Measure or Assess Excellent Customer Service?
• What Common Mistakes Are Made When Choosing Customer Service Metrics?
• What Should Customer Service Training Include?
• What Are The Most Essential Customer Service Skills?
• What Types of Customer Service Situations Should Employees Be Trained in and Prepared For?
• Why is a systems approach so important to improving customer service?
• What's the relationship between "internal customer service" and customer service to paying customers?

Creating A Customer Service Culture

• What is a customer service culture?
• How does employee compensation affect customer service culture?
• Is celebrating and communicating customer service triumphs important?
• What is management's role in building a customer service corporate culture?
• Can measuring the wrong things guarantee a broken customer service culture?
• What is the single most destructive action related to a customer service culture?