From the course: Service Metrics for Customer Service
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Strategic value
- Let's now explore the final aspect of customer service, and that's strategic value. What do I mean by strategic value? Well to put this in context, we found that there are three levels on which effective customer service creates value: efficiency, customer satisfaction and loyalty, and strategic value. The first level of value is efficiency. In many of the metrics we've discussed related to the seven aspects of customer service, we'll inherently improve efficiency. For example, an accurate workload forecast and effective schedule adherence will insure you've got the right resources in the right place at the right times. No more, no fewer. Good quality will help insure that you're handling customer service issues effectively. Not creating self inflicted work such as repeat customer interactions to fix errors. Perhaps to give customers confidence that all was handled correctly. The second level of value is contribution to customer satisfaction and loyalty. Research from many sources…
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