Unpredictable situations and customer dissatisfaction beyond your control make it rather impossible to achieve full service excellence. Catherine K. Lee, PRC's Vice President of Customer Support Services, wrote this article on service in hospitals with emphasis on the reality: making every customer completely satisfied is only possible in a perfect world, not fully achievable but strive for it.
Service excellence is more about the general approach. Optimizing your corporate culture will achieve improvement of the general service rating and that is what service excellence means. This approach will increase the mean scores. But then again perfection lays in details.
Therefore it is advised your employees are familiar with service recovery. Service recovery is simply put, rectifying a bad situation. however as service recovery has a very specific focus those scores will hardly be affected.
A good combination is ,without a doubt, the best way to get another step closer to perfection.
Therefore it is advised your employees are familiar with service recovery. Service recovery is simply put, rectifying a bad situation. however as service recovery has a very specific focus those scores will hardly be affected.
A good combination is ,without a doubt, the best way to get another step closer to perfection.
Cédric Van Helleputte
Geen opmerkingen:
Een reactie posten