Service Excellence Assurance Programme

A large part of customer service success is creating a seamless experience.  Customer needs are anticipated; systems are in place; employees are trained.  The company runs like a well-oiled machine.  But what happens when the unexpected happens?  Customers have an “unusual” request or they simply don’t know the rules of the system?  The unexpected, I suggest, provides the opportunity to stretch the system, improve the system, or even forget the system and Wow a customer.

Hold yourself responsible for a higher standard than anybody expects of you. Never excuse yourself. Henry Ward Beecher

For companies with excellent systems in place, the next frontier in customer service is Wow, handling the unexpected creatively.  We have observed that companies and professionals practicing creative customer service successfully have two things in common.

The first commonality is that they care.  Management cares.  Employees care.  Everyone cares a great deal about people.  They like to help people solve problems.  In fact, not helping people would be like kicking a puppy.  How much does your company care?  How much do you care?

The second commonality is that employees have authority.  Even when people care, if their hands are tied they can’t help.  In addition, employees who aren’t especially “caring” might be motivated to be creative for customers simply because it feels good to exercise their authority.  Do you have enough authority to be creative?

With all of the advances in technology, doing a good job isn’t good enough to separate from the pack.  The prize will go to the one creating new frontiers.  How far will you go to Wow a customer?

Soft Touch in partnership with your team can provide a continuous quality improvement framework to WOW your customers using nationally and internationally accepted business excellence principles and will provide a way for your business and/or units to assess their management systems and routinely identify opportunities for improvement in a planned way.

What is Soft Touch's Service Excellence Assurance Programme