Home

Course Finder

 
View all courses
 

 | Print

Creating Customer Service Excellence

Anne Rose

In a fast paced, dynamic environment like a customer facing group, there is potential for great wins and some losses as far as attracting, gaining and retaining customers go.

So who is responsible for customer service? Anyone who touches the customer, either directly or indirectly is providing a level of service. This includes the people in such varied roles as: product planners, IT staff, shippers, billing clerks, human resources and service team members. Bottom line: service is everybody's responsibility. The service chain includes all people and functions that link up to final delivery to the customer. To find out who is in this chain begin at the end: who delivers the product to the customer? Then ask who provides a product or service to that person? Continue tracing it back to the originator. You now have your service chain.

To continue reading, please download the PDF article.

Articles

Download

  • "  The trainer was very knowledgeable and conducted a very interactive course. He held our attention throughout the three days.  "

  • "  I liked Fred´s instructional style. He focused on the basic principles of leadership and on making us answer questions that changed our thinking.  "

  • "  It has met and exceeded my expectation and for a new manager. This course was great.  "

  • "  The course covered a vast range of topics. This was beneficial as it provided a good overview of product management.  "