Key Questions for Measuring if Your Customer Service Measures Up
Published by Bob Prosen August 27th, 2007 in Does Your Customer Service Measure Up?.In light of all the recent news around companies not serving their customers in terms of providing the support and service customers should expect, I thought I’d post seven key questions you can use to measure how your customer service is on track.
Do we:
1. Consistently underpromise and overdeliver?
2. Resolve customer problems quickly?
3. Take all customer feedback seriously?
4. Have a process in place to reduce problem recurrence?
5. Consistently measure customer loyalty and improve results?
6. Know what each person at the company must do to maintain a loyal customer base?
7. Continually explain ongoing value to existing customers?
If you’ve answered no to any of the above questions, then you have some work to do.
Here are eight pro-active steps you can take to ensure your customer service success.
1. Test your customer service and support process often.
2. Link key customers with senior executives to deepen relationships.
3. Be proud of your service and charge accordingly.
4. Communicate effectively and fulfill comments.
5. Keep in touch.
6. Strive to have 100 percent of your customers refereancable.
7. Overcommunicate in times of trouble
8. Don’t become a bank for your customers. Collect outstanding receivables aggressively.
And remember at least once yearly take time to conduct a formal survey of all your customers and truly listen to the feedback you receive.
4 Responses to “Key Questions for Measuring if Your Customer Service Measures Up”
- 1 Pingback on Jan 14th, 2008 at
Bob,
I took the liberty of posting your article on our Perfect Customer Experience blog (www.perfectcem.com) as a continuation of the review I did earlier for Kiss Theory Good Bye. Great book, especially for me, was the chapter on leadership. It was far more practical a guide for leaders than I have read anywhere else. Let me know if you have any other posts you’d like us to include. Best wishes for continued success from Steve Kayser, myself and all your friends at Cincom Systems.
Dale Wolf
Steve- Many thanks for your continued support and kind words. I’m pleased you found value in Kiss Theory Good Bye. Recently I have been corresponding with leaders from France and pastors from varying faiths all of whom are striving to accomplish more. We also just signed the Korean foreign rights agreement to have KTGB translated. I’m honored KTGB is having such a wide impact. Best to you and Steve,. Keep the great information coming. I like reading your great work.
Bob
Yeah, but never the less, I think this post is debatable.