Achieving business outcomes with service excellence

Delivering employee service and enabling staff to offer consistent service across all touchpoints and departments is king. This requires that the tools used have both increased functionality and greater flexibility. There is also a need for greater visibility of data and performance for senior and junior roles within the organisation. The Customer Charter tells customers what level of service they can expect when doing business with us and we measure our performance against these promises through the Standards of Service. Invest Northern Ireland has a stated ambition to become a ‘trusted business partner’ and is focused on ensuring that doing business with us is a positive experience. The future is exciting with new products and innovative ways of delivering services, all providing more choice.

  • Falling revenue is something that is currently affecting many businesses, including retail organisations, construction firms and professional service suppliers.
  • The benefit of customer retention is your customers are more likely to stay loyal even if you increase your product prices.
  • Realistic timescales for delivering customer service, especially at your busiest times.
  • Atlas Copco Medical Ltd supply, service and test medical gas systems and related equipment.
  • This can really help to raise your credibility and encourage new referrals to your organisation.

A good example would be a car sales dealership which provides refreshments to customers while they are being helped to choose a new car. Many customers want a more personalised service however this is in an environment with increased data protection regulations. Customers are concerned about how organisations collect and use personal information but also increasingly want personalised experiences. As a result customers are more concerned about the values and ethics of an organisation and base their purchasing preferences on this.

Pelican Business Services

The benefit of customer retention is your customers are more likely to stay loyal even if you increase your product prices. New customers are more price conscious where as long serving customer value your business over your competitors. Depending on the industry you work in, it can cost up to x5 times more to attract a new customer to your organisation, than it costs to retain an existing customer.

What can you do to make them go ‘wow, that was great’ and go and tell their friends/colleagues about it. In short, customer excellence is about being excellent in the eyes of your customer. To ensure we are continually raising the bar we have introduced some improvements to our Customer Charter and Standards of Service.

Your employees will pay careful attention to how your company treats its customers

We are so confident in the service we provide, we decided to print our promises in black and white for all to see. It is our belief that you should know what to expect from us so that you can get on with running your business. This statement underpins our every decision and we believe that ultimately, this is the foundation of our success. ServiceMuse brings industry experts and technology users together to provide a forum for discussion, news and inspiration on all things service technology related. I’m Karyn Ross, an artist, internationally acclaimed speaker, award-winning author, consultant, coach and practitioner, working on fulfilling my mission of Helping People Create a Better, Kinder World. I’ve spent the past five years teaching people my unique system of combining creativity, continuous improvement and kindness to make a better world for all of us.