Enterprise Servicing Goals for 2015: Delivering an Outstanding Customer Experience is #1
By Donna Fluss
The volume of complaints about bad service is growing. Whether it’s a cable provider that hassles customers when they want to cancel, telecom providers who are “cramming” unwanted services and charges, or airlines that have empowered their flight attendants to act like drill sergeants, it seems like many of these complaints are legitimate. Consumers don’t get it, don’t like it and are not going to tolerate it. This is the message that companies should be hearing, and slowly but surely they’re waking up and trying to do better, even if there are and will always be businesses and government agencies that treat their customers, members, prospects and constituents badly.
Delivering an outstanding customer experience does not happen by accident. Companies that are recognized for their outstanding support have built a culture that is dedicated to service excellence. In these organizations, all employees are motivated and rewarded for demonstrating this core value. And this commitment and consistency is the key. Private and public organizations that want to be recognized for service excellence, must deliver these values throughout the customer life cycle. Customer service is not just the responsibility of the customer service department or contact center.