Are We There Yet? The Service Journey
If you go on a long trip with young children (and sometimes not so young!), they will inevitably ask when you're going to arrive at your destination. Mine used to ask that age old question seemingly a thousand times, "Are we there yet?"When we are on a journey to deliver excellent service, we can never ask if we are there, though. Because there will never be a time when we can say 'we've arrived'. As our service improves, our clients will become increasingly demanding, our competitors will begin to adapt your best-practices, and when not constantly reinforced, our employees' behavior will begin to wane.
Thank goodness journeys with our children result in us eventually getting there; unfortunately, with our service journey, we never reach our destination.
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Posted by Susan Hoekstra at 1/27/2010 1:28 PM 
Categories: Leading Customer Service, Customer Service Strategy
Tags: customer service strategy Excellent Service The Service Journey Competitive Advantage Susan Hoekstra Good Customer Service
Categories: Leading Customer Service, Customer Service Strategy
Tags: customer service strategy Excellent Service The Service Journey Competitive Advantage Susan Hoekstra Good Customer Service
Hello,
I am looking for companies who do "self service" well. "Self service", meaning, online tools such as Knowledgebases, FAQs, support portals, Forums, Blogs, etc. I would love to find some software companies who make a goal of keeping their customers happy and satisfied without speaking with them or communicating with them on an individual basis.
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Hi Donna!
Being good at self service is a pretty complex topic. It involves your products, your policies, faqs, contact center, use of social media, etc. It's difficult to use a 'one size fits all approach, however'. One company who changed their return policy so customers could initiate their own returns was amazon. The change resulted in a simpler more client-friendly process for clients and no employee intervention.
There's actually a book written on this topic that you may want to review ... It's called The Best Service Is No Service by Bill Price and David Jaffe. I included the link for you.
Best,
Susan
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