Procedures and the Customer Service Satisfaction Index.
Are you winging it? Or do you have procedures, policies and documents in place to handle customer situations?
Are your customer situations documented so you can review what has happened and make adjustments to company procedure?
These are important questions to consider, but the most basic thing for customer satisfaction is to have everyone know what is going on before the product or service is delivered to the customer.
The real advantage to an ISO-9000 type program is that everyone knows what they are supposed to do, and it is written down. It is a living document that changes with time.
If everyone has a clear idea about what is supposed to happen, and then makes it happen the right way, your process is going to make the customer happy. If it doesn’t, then you have to change your process to make the customer happy.
By having everything documented, it ensures that you have a quality program that is being followed by everybody.
If someone is new, or has to replace someone for a day for whatever reason, people can look at the written procedures and say “This is what we do, and this is how we do it”. Everyone knows what is going on, and what they have to do.
But the most important thing about having all of your procedures written down is the effect on the level of service a customer will get before they may have a problem. As a matter of fact, having these kinds of policies and procedures in place can make sure more customers are satisfied in the first place. And isn’t that what it is all about? Getting the customer handled the right way to begin with?
Winging it can come up bad. So take some time, use the people on the front line, and develop some written procedures so that the customer is satisfied from the beginning.
- The customer is Not always right
- You have to have happy employees
- Do you have the right tools?
- Do you have the authority?
- Have you decided your service level?
|
