How good is your customer service?
The attached graphic should be worth the proverbial thousand words – but since I am not a very good designer, it probably needs some help.
The only interaction is by complaint form or voice mail.
2. Dumb contact
There is a person at the other end… but it does not help much
3. Easy escalation
There is a person who can merely pass the buck.
4. Active listening: Limited action
The next person listens, expresses empathy and makes the customer feel better, but still no action.
5. Active Response: Own the problem
This organisation is geared towards solving problems with empowered employees.
Pro-active organisation that actively seeks feedback and reacts to those.
7. Integrated Customer Experience
The entire organisation (using the 7-S framework) is designed to deliver customer service – in it s structure, in its systems – in totality.