The customer service fuel guage

How good is your customer service?


The attached graphic should be worth the proverbial thousand words – but since I am not a very good designer, it probably needs some help.


1. Dead contact


The only interaction is by complaint form or voice mail.


2. Dumb contact


There is a person at the other end… but it does not help much


3. Easy escalation


There is a person who can merely pass the buck.


4. Active listening: Limited action


The next person listens, expresses empathy and makes the customer feel better, but still no action.


5. Active Response: Own the problem


This organisation is geared towards solving problems with empowered employees.


6. Pre-emptive


Pro-active organisation that actively seeks feedback and reacts to those.


7. Integrated Customer Experience


The entire organisation (using the 7-S framework) is designed to deliver customer service – in it s structure, in its systems – in totality.




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