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Module 3: Contribute to the improvement of customer service delivery

ryanrori January 23, 2021

After completing this module, the learner will be able to Contribute to the improvement of customer service delivery, by successfully completing the following:

  • Explain the implications of customer satisfaction and/or dissatisfaction in relation to service delivery
  • Explain teamwork and related issues that can affect customer service delivery within the context of own role within own control and outside own control
  • Appraise own performance in relation to set personal performance targets and identify own responsibilities and improvements that can be made 

Introduction

Contribute to the improvement of customer service delivery

In a tough economy, improving your customer service can be the key to survival. A company’s reputation is only as good as the customer service it provides. Please a customer and your client base will swell with relatives and neighbours who catch wind of your top-notch representatives. But upset one, and brace yourself for disaster. “The experience that individuals have with a company and then what they hear from friends and family influence their perception of and likelihood to do business with a company,” says Megan Burns, a senior analyst at Forrester Research, a Massachusetts-based research firm that specialises in customer service. It’s “absolutely an essential moment of truth for companies.”

Though a teetering economy may tempt executives to cut corners, improving service is your best chance for survival. “Companies of any size should understand what the customer experience is,” says Andy Fromm, president of Service Management Group, a Missouri-based firm that works with retail and restaurant chains on improving customer service. Companies should streamline their resources without sacrificing the essentials. “Understand what’s important to customers. Speed and availability of service are universal truths.”