CUSTOMER SERVICE ANALYSIS & STRATEGIES

As individuals, everyone has experienced their share of great and "not so great" customer service. Perhaps why mentioned the two words, "customer service" and the need to do it right is felt so passionately by so many.

Real world experience, however, reveals far greater personal passion than individual or corporate commitment. Why?

Because the bottom-line thinking about customer service in most corporations is that it is "an expense" -- a costs that must be incurred, but is somehow unrelated to revenue.

In fact, customer service is known to be a revenue producer. Data analysis and testing has shown that those who had a complaint and felt it was addressed to their satisfaction were more likely to remain loyal customers, buying or contributing again in the future.

In a few cases, where a corporation has made a "total commitment" to customer service, they may actually be over investing. Not possible?

When customer services is applied uniformly, like butter on bread, the chances are great that the organization is spending too much. Customers place great differences in the value of the service they receive depending on when, where, and how it is provided.

Provided at the right place and time and in the right manner, customer service increases net revenue. Provided in other areas at other times in less satisfactory ways is, indeed, nothing but pure expense.

What is your customer service strategy? Does it increase your net income? In what areas should you invest more? Are there areas where you could invest less? Is your institution talking about customer service, simply providing it, or constantly seeking to fine-tune customers, clients, and contributor experiences?

TeamSoper can help you discover the answers. Give us a call at 435-654-5896.