Delivering Excellent Customer Service Maybe Buzz Word For Many But Virtue Of The Few

By Author: Rakes Kumar
Total Articles: 33
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“Delivering excellent customer service requires a right mix of proven service strategy, quality skill set, robust service management tool and commitment towards service excellence.” Yes, everyday most of us come across several ‘good to hear’ business promises while buying products or service like ‘we offer excellent customer service’, ‘No. 1 service provider’, ‘Best Service guarantee’, and so on and so forth. But, at the same time we also know that majority of such service promises are merely a sales pitch. So what does such customer service promises mean or stand for? Nothing but mis-commitments and sort of opportunistic marketing gimmicks where long-term business vision is either not set or lost somewhere.

On the other side of the sea, there are few of the service excellence leaders who actually promise what they deliver. Customer service in such organizations is not just the responsibility of the customer service department but the business group as a whole. The organization business policies are built around the principle of ‘customer first’ and ‘service first’. But the main ...
... concern still remains unanswered, why only few of the organizations successfully meet their customer service promises and why not majority of them?

That’s tricky, but simply put majority of the organizations fail to understand or build the right service mix for their company. For example, one company may highly stress on hiring qualified service technicians/engineers, while some other company may focus on building a large service network through outsourced service partners or franchisee, some other company may simply focus on building a customer service helpdesk, some of the others may get specialized service management system and the story goes on. However, most of these companies forget or miss-out about the importance of an integrated approach towards customer service delivery.

Yes, My Dear Friends, what you need is the right mix of various customer service agents integrated intricately to build a successful service platform. Customer service is bound to fail or suffer if you miss one or the either of these forces. Whether it is service technician skill set, good number of reputed service partners, availability of sufficient spares, inventory movement & tracking, a proven service management system or the right attitude and commitment of the company towards customer service, you have to keep in mind all of these together to offer an excellent customer service excellence. Focus percentage on each of these factors may vary from company to company depending upon the product they sell; geographic location the company is present or sells its product and technological infrastructure & tools available in the market.

Rakesh Kumar is an After-sales Service Process Optimization Expert and associated with Zed-Axis Technologies Pvt. Ltd & Zed-Service? - A 360 Degree after sales service management software - one of the flagship products of Zed-Axis Technologies Pvt. Ltd. For any query/feedback on after sales service software, please visit www.zedservice.com now!