Key Questions for Measuring if Your Customer Service Measures Up

Bob Poser, author of "Kiss Theory Goodbye" posted a blog which is absolutely spot-on and therefore I like to share here also.

In light of all the recent news around companies not serving their customers in terms of providing the support and service customers should expect, I thought I’d post seven key questions you can use to measure how your customer service is on track.

Do we:
1. Consistently underpromise and overdeliver?
2. Resolve customer problems quickly?
3. Take all customer feedback seriously?
4. Have a process in place to reduce problem recurrence?
5. Consistently measure customer loyalty and improve results?
6. Know what each person at the company must do to maintain a loyal customer base?
7. Continually explain ongoing value to existing customers?


If you’ve answered no to any of the above questions, then you have some work to do.


Here are eight pro-active steps you can take to ensure your customer service success.

1. Test your customer service and support process often.
2. Link key customers with senior executives to deepen relationships.
3. Be proud of your service and charge accordingly.
4. Communicate effectively and fulfill comments.
5. Keep in touch.
6. Strive to have 100 percent of your customers referenceable.
7. Over communicate in times of trouble
8. Don’t become a bank for your customers. Collect outstanding receivables aggressively.

And remember at least once yearly take time to conduct a formal survey of all your customers and truly listen to the feedback you receive.


What say you? Comments? Ideas?


Eric Fraterman
eric@customerfocusconsult.com
www.customerfocusconsult.com