Excellent Customer Service

Excellent customer service is built from the following components:

a) A genuine belief in doing the best for customers
b) Simple and efficent processes
c) People who enjoy serving customers
d) Teamwork among the service providers
e) Competent leadership, who knows the business

It is not possible to have excellent customer service under the following environment:

a) When an organisation wants to increase profit at the expense of customers
b) When there is high turnover of managers and staff
c) When people look after their individual performance, rather than work as a team
d) When the top people are not accessible to customers

There are so many organisations that fall into this trap. The leaders think that excellent customer service can be achieved by engaging consultants to improve the processes. It hardly works.

It takes man years to build an organisation that has excellent customer service. It can take a short time to destroy it.