a Shared Vision and Goal
I’ve been actively involved in service organizations for over 30 years. I’ve seen concepts, terms and buzzwords come and go and then return for a second showing. For example, we all know that service quality is an essential element of the overall customer experience, and critical to what our customers (and prospects) think of our organizations. We can talk about quality circles, quality management, quality assurance, the customer experience and many other phrases – but what matters is that customers and prospects expect a high quality experience when they interact with any organization, even the government. This means that consumers and business partners expect to receive the correct information, shared in a pleasant and positive manner by a service representative who appears to care about the customer as well as the company (or organization) that they support. And when it comes to self-service applications – websites and interactive voice response systems (IVRs) – they expect an easy, pleasant and logical experience.