Considerable research suggests that organizations that are truly excellent at giving outstanding service to their customers began their journeys with a rigorous assessment of where they were initially in order to lift performance in those areas in greatest need of change-and this is best done by having an assessment framework that can be applied. A customer service framework helps measure many facets of the performance of the overall enterprise and then take action when it is seen to be necessary. In many of these ‘excellent’ service enterprises, high organizational performance and success in terms of Customer service have been shown to be significantly based on six key factors. These key factors state that;

• A clear Service strategy of what constitutes superior service should be communicated to all employees at every level.
• Concrete standards of excellent service quality should be established and regularly measured.
• Service skills should be paramount when people are selected (particularly those in the front line), and should be coached carefully and extensively so that they have the knowledge and skills to achieve the service standards and are empowered to work on behalf of customers.
• Customer service responses and feedback must be heard, understood, and the organization should respond – often in unique and creative ways – to their evolving needs and constantly shifting expectations.
• Customer serving processes and systems should be widely understood and consistently improved by motivated and enthusiastic teams of employees across the organization.
• Employees are fully empowered to give what it takes to give excellent customer service, and recognized for their service accomplishments

The six key factors each have two sub-categories (or twelve sub-categories in all). The Enterprise Pulse™ - Customer Service Survey asks questions in each of these twelve sub-categories to create a rich and meaningful analysis and output report.

• Service vision
• Service standards
• Service competency
• Service relationships
• Service feedback
• Service authority
• Service goals
• Service systems
• Service empathy
• Service recognition
• Service recovery
• Service motivation

The Enterprise Pulse™ -Customer Service Survey assumes that an effective or high performance service focused culture should be looking to create high levels of efficiency and effectiveness in all six key factors (and therefore all twelve sub-categories).

Click here to complete the survey.