From the course: Customer Service Strategy (2018)

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Implement operational plans and processes

Implement operational plans and processes

From the course: Customer Service Strategy (2018)

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Implement operational plans and processes

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- 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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