CHAPTER 11
CUSTOMER SERVICE
1. PRE-REQUISITES FOR A SUCCESSFUL INTRODUCTION OF A CUSTOMER SERVICE PROGRAM
- Senior management must be actively involved
- Senior management must be seen to sponsor and actively participate in the initiative
- Managers at all levels should be actively involved
- Managers at all levels in the program should be involved in the planning process beforehand
- Cultural issues must be considered
- Communications should be such that all members of staff view the initiative as something positive, rather than something which they have seen before
- Where realistic, all staff should be involved in the initiative from the outset, their views and opinions should be sought, their ideas and input welcomed
- All employees need to be involved in the launch and subsequent activities of the program
- There should be a realization throughout the organization that the initiative will be successful only if everybody is committed to it.
- The whole organization needs to be involved, not only front line staff
- The program should have a high profile and positive launch.
- The cascade from the top to the bottom of the organization should be effectively managed.
2. implications of inadequate customer service program
- Ineffective use of resources
- Cost implication
- The need to re-work
- Duplication of efforts
- Ineffective monitoring and control systems
- Negative effect on an organization image
- Loss of customers
- Failure to attract new business
- Reputation in the workforce-internally and externally
- Negative effect on staff morale