![]() If your CEO is Michael O’Leary, you’ll have some pretty clear upper boundaries to your level of service. Keep in mind that customer service teams can only offer service as good as the rest of the company will allow. If your company values integrity or speed, for example, those values should inform your definition of great service, and you should set your team up to deliver on those values. This very direct definition of “great service” means the support team (and the whole company) is taught to never break that value, and because it is a public value, their customers expect to be cared for. One of software company Atlassian’s core values is “Don’t the customer.” They are an Australian company, which explains a lot. Once you have defined what “great service” is for your company, you have a standard against which to measure your support team. ![]() When building a support department, you need to decide on the specifics of service quality you will provide and include your entire team in crafting that definition. That improvement begins with defining “great.” But not all customers have a great experience, so clearly there’s opportunity for improvement. Nearly every company claims to provide great customer service. Define “great customer service” for your company
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