I have dedicated my career in ensuring a first class service is always the main objective to any business offering.
I am thankful to clients for the opportunity to support their business needs whilst maintaining a view to ensure they get value for money. There are organisations who dedicate teams to Customer Service, but does that remove accountability from service delivery?
In truth, I congratulate any company who understands the importance of customer service. All staff should be aware of the importance they each hold in ensuring a first class delivery. Team collaboration and shared ownership is paramount.
In my multiple years in Project and Programme delivery, I spent considerable time in focusing on the project implementing phase. Taking the time to understand the clear objectives of each client and what a "Win" would look like for them. This was an opportunity to engage with staff to map out the process flows and set clear expectations, whilst actively welcoming employee feedback.
For large and sizeable programmes, a soft start would frequently commence to provide an opportunity for reflection and review. This would enable the opportunity for corrective actions required to drive continual improvement.
The role in senior leadership is therefore paramount to good customer service and this is certainly not just a job title. Systems, training and culture will ultimately be fed from the top down.
Always strive to deliver a service that you yourself would be happy to receive.
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