What customers want and expect from your business in terms of customer service is evolving rapidly. To anticipate and address their needs, your business needs to be proactive.
With different companies developing their customer service at different rates, depending on business constraints, competing priorities and target customer groups, do you know where your business stands on on the evolutionary scale? And are you clear about where you need to get to, and when?
PA has developed an in-depth diagnostic tool to help you understand how close you are to best practice in customer service. Our customer service diagnostic highlights areas for potential improvement, and any areas where you have over-invested. The analysis incorporates hundreds of customer service performance indicators, and considers each of the seven ways in which customer behaviour is changing.
PA's customer service diagnostic positions your business on our 4-phase evolutionary scale for customer service. The phases are:
At this stage, the organisation focuses on creating a ‘customer front line’ comprising the most appropriate access channels, and on building customer awareness. Channels for customer service could include face-to-face locations, contact centres and web capability.
The priority here is to ensure that the customer front line is operating as effectively and efficiently as possible. The focus is on productivity, performance management and the development of standardised business processes in order to raise the quality of customer service.
The focus now switches to gaining a deep insight into customer needs and using it to create an outstanding customer experience across end-to-end service delivery – one that differentiates the organisation from its competitors.
Leading-edge operators optimise customer experience further, and exploit the opportunities that superior customer service opens up.
Although the phases are not mutually exclusive, they provide a broad indication of overall customer service capability. Understanding how well you perform compared with others, both within your sector and in other industries, will help you make informed decisions and optimise customer service performance. It will also ensure you maximise your return on investment in people, process, facilities and technology.
Using PA's customer service diagnostic, we have helped organisations achieve exceptional results:
To find out how our customer service diagnostic can help your organisation get closer to best practice in customer service, contact us now.