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By: Martin Hofschroer
With rapid advancements in technology, modern day consumers are increasingly demanding so it is more essential than ever to learn how to improve customer service.
The current economic climate has resulted in a growing number of consumers shopping around to find the best deal possible and their interactions with businesses often inform their ultimate purchasing decisions.
Even experiencing the smallest level of dissatisfaction can influence a consumer to start shopping elsewhere so organisations must ensure that they provide the highest quality customer service.
If organisations are dedicated to improving customer experience they should abandon consumer retention centres as establishing this departmental approach to their customers is a sure sign that there are immediate issues with their service provision.
Attempting to retain customers through a dedicated department can actually damage relationships as this departmentalised approach is likely to lead to disconnection from other areas in an organisation.
Concentrating on separate departments instead of viewing an organisation as a whole can result in a lack of integration making it difficult for employees to understand what customers experience when dealing with their business.
It is also advisable to steer away from retention centres because these departments typically measure success through call resolution rates or duration metrics which are not valuable for improving customer service.
Viewing an organisation as a whole is essential as business leaders will be able to see where value is created when customers interact with their company, which will inform them how to improve their processes.
Performance improvement consulting professionals can help business managers view their organisation from their customer's perspective through the application of systems thinking theory.
Once a better knowledge of customer experience is achieved, organisations can learn which of their business processes are failing their consumers by being either inefficient or ineffective.
Using a systems thinking approach will enable businesses to design better informed processes which will improve customer experience and also measure the profitability of their consumers, products and services.
Performance improvement consulting professionals will employ trained experts who understand the practical application of systems thinking and how this approach can benefit almost any area of business and industry.
Focusing on a whole organisation as a system with systems thinking is not just used to improve customer service as it can also enhance productivity and reduce mistakes at the same time as eliminating waste.
Performance improvement consulting experts can offer their clients a variety of programmes that explain the benefits of systems thinking.
Author Resource:->??Himsworth Consultancy is a leading Management Consultancy firm of senior business and peformance improvement consulting professionals that can improve customer service through systems thinking. Click the links to find out more.
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