Quality standards that align with customer experience
Dee Hock, founder and former CEO of the credit card system that became VISA International, once said, “Simple, clear purpose and principles give rise to complex and intelligent behavior. Complex rules and regulations give rise to simple and stupid behavior.” You’ll...Justifying Your Customer Service Budget
There are several important aspects of how to justify your customer service budget. You’ll want to use analysis you’ve done on the cost of poor service and the value of good service. It’s a bit like planning a trip. You might use a taxi or rideshare service to meet...
Create a Specific, Compelling Vision
A clear vision, well communicated and continually reinforced by you, is essential to engaging your employees, aligning objectives, and driving action. Vision can take many forms, including a vision statement, a mission statement, a set of values, or some overarching...
Build the right skills, knowledge, and leaders
When developing an effective customer service strategy, you will need to include how to build the right skills, knowledge, and leaders. I’ve found in many cases those working on strategy will either under or overestimate the level of effort required by the...