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Showing posts from January 26, 2010

IMPROVING CUSTOMER SERVICE IS A WIN-WIN SITUATION

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Last week I did attend a Center for Service Leadership webinar   about Georgia’s roadmap to faster, friendlier and easier customer service. It was very impressive to see the results of such a large project, which covers 130.000 employees. I know that it is a popular subject to complain about the government’s performance and customer service. But this is an example how you can significantly improve customer service without huge investments. Their focus is on 4 area’s of service: -        Faster, the main complaint from customers are the waiting lines -        Friendlier, creating a customer focused and value based culture -        Easier call handling and internet access -        Improving employee satisfaction This focus on customers as well as employees creates a win-win situation. Why is that the case? Well, if you have been waiting as a customer for a couple of hours than that impacts your mood. When you are finally being served the employee gets the hit, the complaints