From the course: Customer Service Strategy (2018)
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Implement operational plans and processes
From the course: Customer Service Strategy (2018)
Implement operational plans and processes
- The next component to address when developing your strategy is processes. It's one of what I think of as the big three: people, processes, and technology. As with all seven components of customer service strategy, processes should clearly support your vision. This aspect of strategic planning can be a struggle for many because it's so easy to get caught up in the weeds. For example, you find yourself looking at forecasts for next week, or ensnared in a detailed discussion of this or that procedure. I recently worked with a retail company who, when working on their strategy, got bogged down on policies around product returns. The solution was to describe the customer experience they wanted and leave the details to operational plans. When defining your strategy for processes, there are three important considerations. The first is simply understanding and acknowledging the importance of processes to effective customer service. Here's what I mean by that. Customer service is part of the…
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Contents
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Introduction to the strategic planning process2m 31s
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(Locked)
Establish a shared vision3m 14s
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(Locked)
Shape the customer access strategy3m 27s
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(Locked)
Build the right skills, knowledge, and leaders3m 14s
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(Locked)
Implement operational plans and processes3m 9s
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(Locked)
Establish enabling technologies3m 29s
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(Locked)
Make the required investments2m 52s
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(Locked)
Harness innovation2m 57s
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