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October 11, 2005 Twenty-Three Best Practices For The Customer Service Centerwith John Ragsdale, Jessica Harrington |
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Executive Summary
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.
TABLE OF CONTENTS
- What's At Stake: Satisfaction, Loyalty, And Retention
- Best Practices For A Customer-Oriented Organization
- Best Practices For Customer Service People
- Best Practices For Customer Service Processes
- Best Practices For Customer Service Technology
RECOMMENDATIONS
- Customer Service Silos Must Fall
- Related Research Documents
This is an excerpt
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