By Warren Blanding
A consultant to constructing and operating a ecocnomic service-oriented division, with tips about creating a contribution to the corporate base line, concentrating on patron wishes, slicing expenditures whereas expanding potency, and selecting among telecommunications techniques.
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Additional resources for Customer service operations: the complete guide
Financial commitment by management. Although it's desirable that top management have a philosophical commitment to customer service, the mark of a genuine customer service system is management's readiness to commit resources as well as moral support to customer service for a practical reason: its contribution to the bottom line. *To avoid unnecessary duplication and repetition, the principles and applications described in this book should be considered as applying generally to customer service management in nonprofit or public sectors as well as to the for-profit businesses mainly used as examples.
It may rub your marketing people the wrong way to degrade service to less profitable accountsor in some cases demarket them altogetherbut it may be your best bet in terms of providing the high levels of service demanded by your most remunerative accounts. 6. The buying influences at whom presale marketing efforts are aimed are not necessarily the same individuals as the rebuying influences at whom the customer service effort is directed, or by whom it is actually received. In a business-to-business market, for example, a customer company may include six or seven or even more rebuying influences: the original specifier, the end user, the purchasing agent, the buyer, the receiving clerk, the warehouse manager, operations or maintenance personnel, accounts payable, human resources, and more.
Although the most visible improvement has been in the area of billing practices, shutoffs, and general customer relations, the most significant improvements have often been in improved system reliability along with improved dispatch and repair services. Utilities have also had a good response to consumer centers they have set up in shopping malls to make it more convenient for customers to pay their bills and handle other transactions. They have also invested heavily in training contact personnel, recognizing that, even though their customers are captive, those same customers are taxpayers and voters and can have a direct influence on the regulatory process.