From the course: Customer Service Strategy (2018)
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Characteristics of an effective customer service strategy
From the course: Customer Service Strategy (2018)
Characteristics of an effective customer service strategy
- There are many ways to approach customer service strategy, but there are some common characteristics among organizations that have the most success. One characteristic of an effective customer service strategy, and I bet this is no surprise, is that it's action-oriented. It's put to use. The best strategies help inform every decision and every aspect of day-to-day operations. What you don't want, and something I've seen too often, is to put a lot of work into a strategy that nobody uses. Some get really caught up in how strategy should be documented and presented, and my recommendation is to keep it simple. Whether slides or a word processed document or any other design, it should be crisp and inviting and summarized in as few pages as possible. Next, an effective customer service strategy has the support of top management. Sure, you can do some good if you develop and use strategy within just a customer service area, for example, but creating great customer experiences involves the…
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