From the course: Customer Service Strategy (2018)
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Gauge the effectiveness of your customer service strategy
From the course: Customer Service Strategy (2018)
Gauge the effectiveness of your customer service strategy
- Is there a secret to ensuring that your customer service strategy's effective? Are there common denominators among organizations getting the best results? Generally speaking, organizations that achieve great results have well-established customer service strategies and they're understood and used. And organizations that struggle usually lack clear direction, but there are exceptions. Sometimes I'll find what seems to be a reasonably good customer service strategy in an organization that's struggling. Why is that? Why are strategies in those cases not more helpful? I've observed four key factors that work and you can use them to take inventory, and get a good sense of how well your strategy is performing. One is visibility. Your strategy must be visible and frequently referenced. It's not just a document, it should be a living, vibrant guide to making decisions and assessing priorities. And in organizations where strategy works well, it tends to be routinely cited and used by…
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