If customer focus was the watch word for the past decade then customer intimacy will be for the next. In both the public and private sector there is an expectation that services and products will be ever more tailored to personal needs and that choices will grow over time. Yet unlimited choice is not a sustainable offering for any organisation and sometimes customers are not able to work out what they really want without help. How your organisation responds to this challenge may well determine its ability to thrive and even survive.
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The Paradox of Choice - Why more is less by Barry Schwartz
A great book which
argues against
the conventional wisdom that more choice brings greater contentment - to read a summary and review click here.
One of the key aspects of promoting excellence in customer services is promoting excellence in customer service teams. Click here for a model that Q. Learning uses to benchmark a team's ability to integrate corporate objectives, products and services, customer performance targets and levels of customer satisfaction.
Halifax Insurance Ireland Ltd - Delivering Excellence in Customer Service
Q. Learning creates bespoke programmes for organisations covering these key areas of customer service:
1. Performance improvement for customer service teams
2. Visioning other customer driven organisation for Senior Management Team.
3. Future pacing for Operational Management Team
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