Serving customers is an important part of Customer Success, but it is not the same as resolving support cases. To provide the best possible service to customers, you must: ensure that any issues that can be avoided are avoided; enable self-sufficiency by providing customers with the knowledge, training, and resources they need to help themselves; and, when necessary, provide professional advice inside expected Service Level. Creating a fantastic experience for your clients, whether it’s a corporate office contact or a long-term account management effort, requires your personnel to understand what makes an experience exceptional. Yes, it appears to be self-evident. “Knowing” gets separated from “doing” without the guiding light of firmly established cultural values.
Let’s assume that every employee in your organization agrees that patience is a good quality to have while dealing with clients. If your cultural norms do not (thematically or overtly) promote this ideal, it may be easier for a person to dismiss that broad sense in a moment of concern or urgency. They rely on your employees being members of a community that believes in what it believes in what they and you believe involuntarily and unwaveringly. If a community is sanctioned, nurtured, and meaningfully invested in, service delivery should, by design, demonstrate the impact.
Here are a few, but not all, instances of any Service Delivery Excellence where your shared, lived values may be evident.
- Standardization of information – Do you have any in your company? Are they visible, implemented, and ingrained in your everyday routine? The way your staff connects with the people you serve should be a reflection of your company’s culture. If your core principles are centered on the customer experience, you’ll almost certainly check the box for having clear communication guidelines. Moreover, your company should think about communication from every angle: What are your preferred channels? What is cadence? How do your customers recognize which communication medium is ideal for a particular situation? There’s the approach itself, and then there’s how it looks in practice. To return to the example, consider the following: Such a quality will be obvious if it is a deeply ingrained value.
- Time management – The way your employees respect their particular time, their colleagues’ time, and their clients’ time reflects your company’s culture. No, we aren’t advocating for the universal adoption of perfect punctuality though punctuality is undeniably a useful objective! However, we are claiming that the ideals of your culture may be discerned in the waterways of your employees’ efforts over time. The awareness of others’ treatment of time, the effort to match one another’s scheduling needs, and the dedication to clearly, actively interacting about periods, deadlines, viewpoints, and routines are some key indicators that you’re doing business with a community of empathetic, straightforward experts. The way your team handles time not only represents company culture but also has a big impact on your clients. It’s a make-or-break situation when it comes to translating “knowledge” into “action.” To be proactive and reactive, your team must comprehend the true worth of time and its influence on each individual.
- Planning and delivery of services – Your business is a third area where your culture will be represented in the service delivery program. In some ways, the development and current presence of your product, whatever it is, symbolizes your company’s genuine North Star, in that the product is your sole reason for existence. Aside from its conception, other aspects of product design and delivery are also reflective – of the current values, experiences, and motivations of the personnel in your firm. If you devote more resources to product development during periods of high activity, for example, it may indicate your dedication to employee health and product quality. Whatever the situation, and there are a lot of them, product quality may and does reflect cultural values and their power to pervade via people’s behaviors and decisions.
3 advantages of service delivery:-
- Enhances the company’s reputation – Another advantage of providing exceptional service is that it promotes the image of the firm. Customers also talk about their interactions with firms, especially if they were particularly positive or negative. By delivering exceptional service, you’re utilizing a powerful marketing method known as word-of-mouth advertising. Customers would be pleased to tell their friends and family how nicely your company treated them, resulting in positive publicity for your organization.
- Enhance employee productivity – The benefits of providing good service may have an impact on the type of workplace you create. When your employees realize how much you value customer service and all that comes with it, such as empathy, compassion, and going above and beyond, they will feel more connected to the goals and ideas on which your company is founded. This will foster a more pleasant working environment and make employees proud of their accomplishments.
- It provides a great opportunity – What distinguishes you from the competition? Sure, you can supply slightly different goods or services, but you won’t be able to make use of the benefits of superior service delivery until you have a truly remarkable unique selling offer. In a time when customers frequently complain about a lack of service or the feeling that they are irrelevant to a company, providing outstanding customer service will set you apart from your competitors. By emphasizing customer service in your marketing strategy and then following through, you’ll distinguish yourself apart from companies who don’t keep their promises, giving your firm a distinct identity.
Centum Learning is one of the most acclaimed talent transformation companies, providing long-term business and societal impact through technology. Its purpose is to deliver training that improves business productivity, and it is ISO 9001:2015 certified. Years of experience have progressed into the construction of Competency Excellence Centers, which have best-in-class knowledge management systems and guide/assist our technology professionals in delivering technological solutions while generating business value. Quality consciousness requires recognizing and addressing disparities in expectations the first time they arise. Centum Learning has coached over 1.8 million individuals internationally, with over 2700 training and development specialists with domain experience in 21+ industry sectors.