The general notion out there is that good customer service means little or no
complaints but as service excellence experts we can confidently confirm that it
goes way beyond that. How we respond to the complaints received and the
strategic steps we take to resolve them actually matter more. Beyond exceeding the
customers’ expectations, it is paramount to deliver on your promises and ensure all
queries and issues raised are appropriately dealt with and adequately addressed.
Can it be said of your organization or business that you are easy to do business
with? If your answer is NO! then let’s pay the drawing board a quick visit.
Developing, building and promoting a culture of service excellence begins and
ends with the decision makers of the organization or owner(s) of the business.
Without a culture of service excellence, degradation and consistent failure of the
business is inevitable. The lack of a service excellence culture is the reason many
businesses fail and organizations/conglomerates fall apart and never grow beyond
a certain level or survive beyond their toddler stage(s).
When it comes to service excellence unfortunately there are no quick fixes, you
either painstakingly build the culture or repeatedly revolve around the ‘fire-hire-
train’ cycle until you catch the dizzy spell and fall flat to the ground. A service
excellence culture requires years of strategic development (from scratch),
continuous building and deliberate grooming with the core essence infused into its
blood stream of the system until the new culture becomes the norm.
Remember, you are working with people who are set in their ways from over the
years, so a training session or two regardless of its intensity is rarely ever enough
for that desired turn-around that will last a life time.