For service to be successful, you need commitment from the top down.
By John Hamilton, president, Service Strategies, www.servicestrategies.com
Numerous elements must fit seamlessly together to develop a service operation that is recognized as a “top quality” service provider. Putting it all in place can be daunting. Getting it all up and running like a well-oiled machine can be a management and logistics nightmare.
We all want and need similar things — well documented processes, qualified people, rapid responsiveness, quick resolutions, and detailed metrics to identify root causes of process and product failures. But today, even all of this is not enough! Truth is, service management can achieve all of the above and still fail if corporate commitment to the service operation is not present.