Horovitz, Jacques; Cudennec-Poon, Chan (1991, ASQC) msr (Management of Strategic Resources), France
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Customer service is supported by five key elements. First, quality care is the communication of a clear vision about customer service to everyone in the organization. This includes being aware of customer needs and writing down quality standards and instructions. Second, customer care focuses attention on the customer. This includes: surveying customers; responding to their complaints; building service delivery around their needs; and over-responding when there is a problem. Third, flip care is support for front-line employees. Ask them for information; supply them with tools; give them mentors; and view the rest of the organization as internal suppliers to the front-line. Fourth, communication care is attention to employee-customer relations. For example, make the telephone experience a pleasant one; keep the reception area comfortable; and be sure company bills, brochures, and other public documents are readable and friendly. Fifth, leadership care means that managers show commitment to quality service. They spend time on quality issues; ask relevant questions; say thank you; and lead by example.
Customer focus,Customer service,Customer supplier relationships
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