WHILST WE hAVE ESCAPED TO THE COUNTRY-GANADOR CONTINUES TO OFFER CUTTING-EDGE INSIGHTS AND STRATEGIC SOLUTIONS TO RETAIL- AND SHOPPING CENTRE OPERTATORS ALL OVER THE COUNTRY. 

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.




Reblog this post [with Zemanta]

How big is big?

Don't judge when you sell

© 2017 Ganador Management Solutions (Pty) Ltd PO Box 243 Kiama, NSW, 2533 Australia