As an
exercise to round off what has been an excellent year for The International
Customer Service Institute I thought it would be an interesting exercise to see
just how many “ Top Tips” on service excellence are available on the web. In
their full text format there are over 30 full pages of advice which are
summarised below and sorted into their key relevance in the 5 P’s Model. It
comes as no surprise that the main categories are People and Process (68%)
as research shows that service failure complaints are generated in a similar percentage
to those categories. What is more interesting is that almost 30% of the advice
relates to Policy which is primarily the responsibility of
those who lead and manage the business so is perhaps that the importance of effectively
managing the customer experience as a key organisational fundamental is still
not getting through to the top levels. Behavioural Skills and Technical skills
top the list of advice provided in the People category so it still appears that
“It is what
you do AND the way that you do it”
is still very important with “Listening” as
the most mentioned technical skill.
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The one line
précis of each “Tip” is listed below and may be a useful aide memoire if only to remind you
what you already know but had forgotten.
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This is where
to go for all of the detail on all of these “Top Tips”. The quality of their
advice ranges from the blindingly obvious to the slightly obscure but all are
worth a read and the top 3 on the list are well worth taking the time to look through.
Final
question for 2013
“If you had
to give a CEO 5 tips on how to best look after his customers what would they
be?”
Answer – If
a CEO needed this kind of advice they would not be qualified to hold that
position.
Season’s
Greetings to everyone to whom it is important and very best wishes to all for a
successful 2014 achieved through the excellence of your customer experience
management.
Philip
Forrest
