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Wise Choices for Business
HR Talk: Excellent “Every Time”
Customer Service
By Bruce Johanson | Northwest Arkansas Human
Resources Association (NOARK)
Could you say, without a doubt, situations that
that your organization or depart- may compromise customer service.
ment consistently provides excel-
6. Provide something of value
lent customer service? Excellent
to the customer when they don’t get
service sets you apart and creates
what they were expecting in the first
opportunity. Even better, faithful
place.
customers typically tell five to eight
potential customers about your level
7. Create a means by which
of customer service. This is key to
point of service employees can pro-
profitable growth.
vide feedback to decision-makers
about the quality of service provided
Consider this framework for
to customers.
customer service:
8. Implement changes in
1. Gain a commitment by top
policies, procedures, and training
management to implement an
based on the data collected.
“Excellent Every Time” customer
service program.
9. Train all employees on each
aspect of the customer service pro-
2. Make a list of all products
gram, including how to recognize
and/or services your organization
when a customer service failure has
provides. Determine what it will take
occurred, how to recover quickly,
to provide excellent service for each
and how to provide meaningful
product and/or service.
feedback to decision-makers.
3. Create a service commitment
10. Reward employees who con-
statement around your offerings.
sistently provide superior customer
Determine all possible situations
service.
or issues that would cause the
commitment statement to not be
fulfilled.
Bruce Johanson is President of
Johanson Group, an HR/Manage-
4. Establish and implement poli-
ment Consulting firm based in
cies, procedures, and training that
Fayetteville. Johnson and his team
will address any situation that may
are active members of NOARK. Visit
derail your commitment to excellent
the organization website at
customer service.
www.NOARK.org or email comments
5. Develop proven recovery at info@nowark.org.
steps that quickly address common
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