Quality of customer service

What does being a lawyer of trust in customer service? To be truly successful in providing the service, you must understand and support the many collective entities that are part of the complex chain in providing customer satisfaction.

As an executive producer of a service organization in the world, it was relatively easy to admit that it would be impossible for me to personally handle every customer complaint or escalation. Even with excellent quality product, the large number of consumers and potential leaks in a long process and were more than any single individual can manipulate. Fortunately, the quality of people in service companies, and the quality of network service provider, has been commensurate with the renowned quality brand. This full circle and relied on the quality of integrity, honest communication, trust and collaboration.

People's Advocate

Mark Blevins put it best when he said, "service pay for the sins of the past." Service organizations do not design the product, process, or promise, but the service organizations have to resolve problems when one of the three previous points of view that can not run. Very often, the problems do not appear until long after the marketing, sales, and revenue are long gone. Organizations will continue to provide solutions for the elements that the sales pipeline and promotion are long forgotten. Of course, these problems can not be overlooked. There is an implicit or explicit commitment to the consumer, there is a relationship with the client to be maintained and preserved, there is reputation, and there is future work to consider.

It takes a very special kind of person to work in a service organization. Every day is full of efforts to understand and resolve the numerous consumer complaints. Typically there is very little warning of what kind of problems will increase, or the perceived severity of each. Very often, problems carry a considerable amount of emotional baggage. It 'difficult if not impossible, to circumvent the emotional baggage on the way to the root cause of the problem. Thus, customers have the burden associated with additional services to assist clients with executing the baggage until the problem is solved. It takes an enormous amount of compassion and patience to be a messenger for the emotional baggage on a daily basis, and simultaneously be a detective to solve problems with a very limited number of clues. Needless to say, Customer Service Associates can be identified by the big-hearted, broad shoulders, and an incredible sense of humor.

A primary function for any officer or manager in a customer service organization is to give much support to these partners, understanding and protection possible. Sometimes the weight of emotional baggage can become too large. Sometimes the problem or the resolution may be too elusive. Sometimes the employee just needs a hand, or someone to supply the compassion and patience that have just passed on to customers. Sometimes the group just needs a little 'security policies when they are trying to defend not keep pace with other changes in the environment, and associates are captured in the current of change. A leader of this group must be an advocate for the people, listening carefully to their needs and providing the tools necessary. A real lawyer will provide not only the tools and empowerment for members of customer service to satisfy customers, but also provide tools and skills for customer service associates to develop and achieve personal and professional goals.

This commitment to defense is not limited to management. This defense is expected and camaraderie in the portrait that appears inside the trenches. As the threats, denunciations, and abuse as bullets fly over your head so many mishaps, customer service associates to support and defend one another in the trenches. And 'this commitment to each other that gives strength, when the satisfaction of assisting a consumer thankless at times is not enough.

Advocate for the Network Service Provider

Beyond the confines of the ivory tower are the people in this field. Many organizations rely on the support of a network of authorized service providers, service agents in the field, or a similar representation is much closer to the consumer today. This proximity is often face to face with the consumer, and very often the only face of the organization that the consumer will ever see in person. These faces can belong to affiliated retail or dealer, detailers, installers, delivery personnel, or technicians. These individuals have a power beyond reckoning, because these are the people who are closest to the consumer and make an immediate impact with decision and action. The reputation of the brand, the torch of compassion and competence, takes place in their capable hands.

Just as a manager or leader has the responsibility for the welfare of people in service companies, so too the entire service organization has the responsibility for the welfare of the network of field service. To be a successful service companies, it is necessary to support service providers. This means providing education, training, information and assistance to enable the service network to meet customers, and is more than that too. The service organization must also study and learn what the network service provider needs to succeed as independent firms and individuals. The success of service companies is intertwined with the success of the network of field service and external service providers. If you are in a position to hand out a relationship with the client to another entity, then learn everything you can about what you can do to make your partner for successful service. This relationship works both ways, and relies heavily on honest communication and collaboration of confidence. With the collaboration of all partners can be successful and try to work together for the benefit of mutual customers.

Working in partnership with service partners is more of a focus on earnings. Even if the reimbursement is an essential element of interdependence, a report as an attorney is based on mutual obligation to understand your goals and needs of others. It 's very similar to the relationship between a manager and employees. While the expectation is adequate compensation, employee satisfaction is not based solely on salary. Employees generally want a career, personal development opportunities, a sense of belonging, and esteem. Managers usually seek cooperation, creative ideas for improvement and collaboration. Because the partnership between a service company and the network of field service should be different? Communication with active listening is key to developing the collaboration of trust.

Advocate for the consumer

Whether the role is the central service organization, service or with a partner, you must have harmony in the efforts aligned to support the consumer. Design and development of customer services policies and procedures should be based on information and knowledge gained from listening to consumers. Collect feedback and learn competition, industry, environment, expectations, problems and opportunities. To be truly committed to customers does not necessarily mean that every customer is right, or that every customer can be satisfied. Being forced to customer satisfaction means listening to each consumer with an open mind, identifying the real issues behind the emotional baggage, and act accordingly. It also means learning from each experience as an opportunity to repeat or improve performance, working in concert with colleagues and service partners for manufacturing excellence.

The excitement and glamor of customer service is that there is no finish line. It is a perpetual race to keep up, but it is a race without end. The pleasure of a customer provides a spark of enthusiasm that brings us to the next. The camaraderie in the trenches gives us company. The challenge to adapt and continually improve, as industry and the environment continue to change around us, is like a puzzle that can be solved only temporarily. Everything we have learned in the past can only prepare for what we learn today, and give us new ideas for tomorrow. By supporting one another, and to our mutual customers we serve, we are able to enjoy the sense of achievement in our efforts, as each new challenge arrives.

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WORDS OF WISDOM

"Service pays for the sins of the past."

- Mark Blevins

"The crisis of yesterday is the joke of tomorrow."

- H G Wells

"Everything we have learned in the past can only prepare for what we learn today, and give us new ideas for tomorrow."

- John Mehrmann

"Never doubt that a small group of thoughtful, committed people can change the world. In fact, the only thing I've ever done."

- Margaret Meade

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