From the course: Customer Service Strategy (2018)

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Establish a shared vision

Establish a shared vision

From the course: Customer Service Strategy (2018)

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Establish a shared vision

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- The first step in the strategic development process is vision, where do you wanna go? Let's explore this essential aspect of customer service strategy. A customer service vision clearly defines the type of service you want your organization to deliver. A common mistake I see and one you'll wanna avoid is coming up with an overly generalized vision or mission. For example, we put customers first, or we deliver world-class service. These are so generic and uninspiring that they really don't help much in guiding decisions. There are three levels on which effective service creates value and thinking through each can be very helpful to see the potential of service as you define your vision. The first is efficiency. What do you picture when you think of customer service that's efficient? You may envision the right information being accessible to well-trained agents, or robust self-service capabilities, or preventing repeat problems before they happen. Each is part of the answer. Efficient…

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