October 11, 2005

Twenty-Three Best Practices For The Customer Service Center

by Chip Gliedman

with John Ragsdale, Jessica Harrington

Executive Summary (This is a document excerpt)

No longer can a company lay claim to a market segment and have free reign over the customers in that area. Broader access to information by customers and prospects combined with worldwide manufacturing and distribution channels has blurred corporate differentiation. In many such market segments, customer service remains one of the few areas where a company can assert its superiority. Maintaining such an assertion requires integrated efforts in all areas of the company, not just in the service center. To create or maintain service as a differentiator, companies should: Benchmark operations against practices, processes, and procedures that have emerged as proven models for a majority of organizations; examine customer service in terms of people, processes, and technology; and create priorities for change.

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