m u s i n g s

I just read an article on Alaska Airways fiasco(ish) with a dissatisfied customer you can read it here http://bit.ly/aZQMDn - started me thinkin'

Recently, I gave a keynote and one of the main topics in the speech was how this thing called the Net and Social Media has caused us to lose some of the history of communications, business best practices and well, some common sense. I started this thought process reading Malcolm Gladwell's piece online in the New Yorker here is the article called Small Change - Why the revolution will not be tweeted. (http://nyr.kr/d9cLVn). Nice read.

The following is a tried and true precis on Customer Service and Quality. If you have taken any management courses this is pretty much 101 stuff. That being said the SM world may not have been privy to this. The way you treat a customer complaint is taught in most reputable retail stores. People complain. It is the job of the employee to deal with it tactfully, efficiently and effectively.

I see a lot of this online handling - or mishandling - of complaints and wonder if any of the social media folks who are representing companies online have ever had the basic training?

How does the company learn what its customers really want? 

What market segments or niches does it aim at, and how does it learn about them?

This is the first step in achieving customer satisfaction. Analysis are structured to obtain information that is as specific as possible to particular product or service feature.

As a world class organization your philosophy has to hinge on the relationship rather than the sale. And with a track record of stable client retention you are probably doing this. However, as most things in life we can improve on each aspect of our lives.

Service standards must be well thought out, objective, measurable levels of performance that define quality for overall service levels.

By avoiding lip-service to phrases like “Quality & Customer Oriented” and providing a binding commitment towards customer satisfaction we establish long term security and growth. “We mean business!” must be built into every customer touchpoint.

Complaints are regarded as opportunities to gather more information and make improvements. Opportunities to learn and improve the systems.

Determine customer satisfaction

Through Continuous Improvement (C.I.) Programmes the level and measuring stick for customer satisfaction is constantly evaluated to assure the consistent meeting of requirements.

By charting the results of measurement data, the company determines its strengths and weaknesses on an on going basis. C.I. is the key to growth. In addition, the successes that are tracked are invaluable. A “Customer is King” ideology is the key to the future. Getting to know the customer, what they want, deliver it on time and in good order is the linchpin of the quality management plan.

By being close to the customer and addressing each sales/service customer contact as a solution to the specific customer problem we can expect to achieve a positive positioning in your customers’ minds as the leading supplier to meet their needs. This is the true added value equation. Starting with a marketing document, or business plan will assure a groundwork for a quality management organization. “If you fail to plan, you plan to fail.” We are working on that. There will be more defined long range and short range planning.

More companies are recognizing the benefits of ensuring that every member of the company know what the organization is trying to achieve and the reasons why these goals are important.

Goals must be Specific, Measurable, Attainable, Realistic, Tangible. (S.M.A.R.T.) There must be company benefits from achieving set goals and the individual managers and their staff must reap personal benefits. In identifying the goals, the internal and external obstacles and their solutions and/or alternatives should be mapped out. Along with this goal setting is a well defined action step program and the appropriate method of tracking progress.

By tracking accomplished goals this, in effect, becomes the individual’s trophy case. The critical factor to the growth and future success of your people. It is a belief that: