In this case study, Pivot Design uses the service blueprint to uncover who is affected when a patient is diagnosed with the nerve diseas ALS, how and when, and how many people are involved in patient care from a larger, service level perspective. Find more from Lightning Labels on Facebook.The service blueprint is an important tool to faciltate idea synthesis and communication of ideas bewtween stakeholders and to outside agencies. It becomes one of the most important ways to grow and thrive in an environment where walking the talk is the norm – not an exception.Ībout the author: Matt Zeyher is president of Lightning Labels, a Denver-based custom label printer that uses state-of-the-art printing technology to provide affordable, full-color custom labels and custom stickers of all shapes and sizes. By following through with a comprehensive commitment to customer service excellence, companies sell themselves. Summed up, this philosophy aims for perfection to achieve excellence. Overlay individual departments with operations oversight that coordinates every aspect of the business – IT, finance, sales, marketing, production, logistics – to achieve optimum performance for the client. In turn, they become excellent referral sources.Ĥ. Experience shows that the end result is loyal clients who value service, quality and speed. These findings also are incorporated into training and employee development programs. Also, closely tracking the source of issues and resolution – then ensuring these experiences are shared across the workforce – helps cement improvements. One useful tool is incentive plans focused on ensuring the client would not receive a product they did not want. It’s how and when they are solved that establishes the true measure of a company’s client service excellence. While errors can be the pathway to problem-solving and positive movement, problems are ubiquitous, no matter the industry or company. Catch problems before the product progresses. One way to counter current employee flight from companies is finding ways to keep and promote talent from within the ranks.ģ. With the “Great Resignation” still impacting workforces nationwide, this process becomes even more timely and critical to ultimately delivering the best customer service possible. In turn, employees become more motivated, morale is higher, and the job they do on behalf of clients is substantially enhanced. A “what would you do if you owned the company” discussion can prove highly beneficial. It really helps to establish a culture of loyalty and longevity when you make it about them, not just about what you, their employer, require. That means talking about the good, the bad, the ugly – encouraging full disclosure in a safe environment. This requires authentic interaction, candid conversation, and inquiring about their aspirations. It also helps to “become the client,” walking in their shoes to the fullest extent possible and anticipating needs where possible before the client has to ask.Ģ. This gets done by reliably delivering a quality product on time, right the first time, and with superior service and turnaround times. When words like “nimble,” “amazing,” “efficient,” “integral part of our business,” and “light years ahead of the competition” spring up in assessing a vendor’s performance, that speaks to dreams. It’s about helping companies achieve their heartfelt aspirations. The aim is more than meeting expectations. Help clients realize their business dreams. Following are a few ways that may not spring to mind immediately:ġ. That said, there are myriad ways to achieve customer service excellence. As a digital label printer, we live this mandate every day. While it’s a lofty objective, this comprehensive mandate has become the expectation of today and the continuing commitment for tomorrow. Companies unwilling or unable to embrace this core competency are suffering the consequences.įactoring in social media’s status as the ultimate lie detector (via reviews, ratings, reports, and forums) and increasing importance of personal word-of-mouth, achieving and maintaining excellent customer service is much more than a “thing.” It’s everything.Ī commitment to customer service excellence needs to permeate every service, product, department, employee, vendor, and all other stakeholders. Far from being an aspiration, customer service excellence is now expected.
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