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