Delivering Outstanding Customer Service
What does it feel like being a customer of yours? A wonderful experience? Or just something which has to be endured?
Is it important that your customers enjoy dealing with your organisation? In these times when information is so readily available, most customers can quickly choose to put their business with you, or one of your competitors. It is often the only sanction they have if your business doesn’t, at least, meet their expectations – they vote with their feet!
The financial imperative is obvious and compelling. We have to deliver outstanding customer service today, tomorrow and every time a customer interacts with ANYONE in your organisation.
The true value of real customer service was identified by SAS Airlines. Under the chairmanship of Jan Carlzon, SAS turned from an $8m loss-maker to $71 million profit within one year by becoming a truly customer focussed organisation. Carlzon famously said:
“We used to fly airplanes – now we fly people”
And as a result, a profitable business by meeting and exceeding customer expectations.
So, do you sell products or services, or do you help customers who need them?
If your organisation would benefit from a new perspective, we can support your plans.