Some while ago, Currys, the electrical store, was featured in the Sunday Times which reported on the extensive two year customer service staff training initaitive that they had undertaken. Currys provided a number of positive statistics which indicated the success of the project. More recently a survey of service providers highlighted Currys as being in..........the list of worst service providers!
It encouraged me to consider how, despite significant investment, organistions fail to put into practice the initiatives that they have sponsored. My experience, is that many businesses see customer service as a one off activity, even though the "activity" might be spread over years.
My suggection is that for real success,everybody, especially the management team, need to live and breathe the actions, behaviours and values that they have set out in their vision for excellent service. This will probably mean re visiting "initiatives" on an ongoing basis, using either internal champions, or external experts.
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