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Program Success Solutions
Structure Your Customer Service Program for Profits
A successful customer service program consists of more than just being pleasant to your customers when they contact your organization. It is a statement of your organization's character, values and ethics.
Your customer service program is a window into the quality of management, employee competence, technical expertise and policy judgment of your organization.
Organizations that have a strong commitment to customer service excellence have an ever expanding customer base, a good public reputation, committed employees and a healthy profit margin.
It makes no difference if your business is a brick and mortar, walk-in establishment or an online business concern. A successful customer service program will always distinguish your organization as being in a class that supersedes all others within the same industry.
Unlike advertising, a successful customer service program costs progressively less money to maintain and it generates measurable business benefits throughout the life of the business.
Organizations that foster weak customer service programs tend to use that department to simply “handle” the expected customer complaints for mediocre products or services offered. The business model will appear, to the consumer, to be ' we will do as little as possible to get the most money for you.'
Businesses that embrace low quality customer service programs tend to compete on low price and inferior quality products and/or services. The result is that they attract bargain-hunting consumers who complain excessively that the organization's results are consistently below expectations.
Creating a successful customer service program for your organization requires research, a re-alignment of priorities, coordinating departmental policies, updating resources and tools, arranging for proper support and educating both lower management and staff.
They don't show any interest in me or what I do anymore...
I feel alone and abandoned.