The Process of Service
Anyone who listens to my radio shows or hears me speak knows that my emphasis on customer service is centered on the people aspect rather than on the process. I have friendly debates and get somewhat passionate about the importance of attitude and people when it comes to service. I don’t believe that any process works with the wrong people, and believe the right people will make up for a lack of process. That said, the combination of people and process makes for an unbelievable customer experience.
In the next few chapters, I want to focus on what that process should include so that you can make sure that customers are wowed each time they do business with your company. I am going to focus now on the “every contact” process, ...
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