Centre for Service Excellence

On the other hand, if your primary goal is to add genuine value to your customers, then your chances of growing a more profitable business becomes immensely stronger. 21,000 businesses trust us to help them start, grow, innovate & export – as well as lobby government on their behalf. For any queries regarding your entry, please get in touch with the Chamber team at The Future of Service Forum brings together like-minded organisations from across the service sector. Each is committed to improving operations, creating networking opportunities and providing access to insight and content contributors. Pressures on clinical teams across the NHS have never been higher, but it’s not just the pandemic that is to blame.

  • Offering customers a solution when they approach you with an issue or query is good customer service.
  • Examples of these include, taking a customer enquiry, responding to a customer’s set of questions, as well as handling a customer concern or complaint.
  • HW Martin Holdingsis a group providing works and support services for the transport and waste recycling infrastructure of the UK.
  • Evolution Funding Group Ltdis a motor finance broker and technology provider.

The reputation of your business is one of your most valuable commercial assets. Offering customers a solution when they approach you with an issue or query is good customer service. But offering customers grandprixproducts.com proactive solutions – that is, before they’ve even reached out for help – is excellent customer service. Try to identify opportunities to go above and beyond for the customer in your role.

This avoids customers asking similar questions about your products and services. Explain clearly without jargon how their products and services work and will be delivered to the customer. Firstly, you might consider recognising customers’ special events and occasions, or meaningful milestones of customer loyalty.

Shadow team members in the organisation to find out what is really going on. Choose different functions and team members that will give you the whole view of how customer needs are being fulfilled within the organisation. Set some clear boundaries of responsibilities in handling the complaint.

Reasons Why Customer Service is Important for Your Business

We’ll store this data in accordance with our privacy policy and process for the use intended. All work is carried out and managed by our in house teams, assuring you of integrity and consistently high standards you can rely on. We promise transparent pricing structures so that there are no surprise hidden costs. Introducing our Service Excellence Guarantee, our promise to deliver great service every day. To solve these complex and shifting needs, technology must be able to meet some clearly defined demands.

By defining the desired business outcomes that an organisation would like to achieve, it is possible to explain specifically how technology will help. It is vital that those who have the purchasing power in the business consider the impact that the technology will have on the business and whether it will effect some real change. For companies that sell services this is partly down to bid-to-win ratios falling. For other industries, rising costs of materials, coupled with a demand for lower prices, has led to profit margins being squeezed. Jeffrey K. Liker, Ph.D., author of the bestselling The Toyota Way, is Professor of Industrial and Operations Engineering at the University of Michigan and coowner of lean consulting firm Optiprise, Inc.

Service excellence in the news

Outcomes are not ambiguous or too simplistic, such as “make more money”. For example, stating that you want to grow revenue by £80K in quarter one is not a business outcome, it is a target that is rigid and open to failure. This rigidity does not enable companies to adapt a process to achieve a desired outcome.

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Belle Engineering Ltdmanufactures and sells light equipment to the building and construction markets. GL Events UK Ltdprovide temporary structures for large-scale events. Grass Valley Broadcast Solutions Ltdprovides technology for the live media and entertainment market. Hillcare Holdings Ltdprovide residential, nursing and dementia care. YHA is a charity which operates youth hostels and other accommodation to help everyone — especially young people of limited means — to access the countryside.