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Building a strategy of a customer service unit is a leading factor in the
success of every company. The increase in customer awareness places demands on the service
units to
implement significant periodic updates in the way it functions. A customized solution in four stages: |
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Stage 1 – Designing the company’s service perspective A service philosophy is built in light of the competitive advantage that can be gained through the kind of service the organization offers; identification of customer expectations, etc. Stage 2 – Customer Segmentation Different customers require different solutions; appropriate customer segmentation should be based on an analysis of current customer style and importantly, on an analysis of their expectations for the future. The growth potential of a company is dependent on the correct forethought that customers and consumers are creating regarding to the company’s services. At this stage we design a flexible service structure, which conjoins the company’s services and to the customer style. Stage 3- Upgrading and adaptation of the measurement method Measuring the way in which the customer uses the company’s services today and measuring the efficiency of service and of service unit and the service providers are two parameters which companies utilize today. Nevertheless, these variables are not sufficient for a qualitative measurement of the services unit. Designing relevant customer service measures and accurate measuring of them are the major tools for change and implementation at day-to-day service. The concern of service providers constitutes the main component of customer satisfaction and it is the factor that we need to measure qualitatively and continuously. Stage 4 – WOW response in the "moments of truth" Defining and a deep understanding of the “moments of truth” that customers experience with the service unit. The “moments of truth” refers to the times that the system is able to create WOW and subsequent long-term customer commitment. However, on the other hand, imprecise customer care in the “moments of truth” will tend to hasten defection, and worse, can lead to large and unnecessary expenditures for preservation. |
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