Your service-and-support capability measure is more than your customer satisfaction score.
What separates good service and support leaders from great ones is the ability to balance customer needs with business imperatives in a way that empowers the organization’s people.
In trying to improve customer satisfaction scores, managers often put in place arbitrary metrics that can be a pain point if they aren’t balanced.
We believe the best service-and-support managers find that balance by considering employee engagement, current business expectations, future business goals, and knowledge sharing and collaboration along with customer satisfaction.
It’s always better to improve a process than simply follow it, but not if the “improvements” make things more complex for your employees or destroy your bottom line.
Finding the balance allows teams to complete their work quickly, simply, and joyfully, so that customers are happy, and the business grows. That belief is at the very heart of our Customer Support Capability Assessment.
Our assessment analyzes perceptions about the organization’s abilities viewed through multiple lenses.
Listening and Learning Dimensions
What we look for:
How well do you listen to your customers, employees, and the business, and how well do you apply what you learn?
While you listen fairly well to your customers and the business, you don’t do as well in terms of listening to your employees. Additionally, your team perceives that you could do a better job of applying what you learn.
Alignment, Behavior, Capability Dimensions
What we look for:
How well are the needs of your customers, employees, and business aligned? What team behaviors help or hinder your team’s ability to apply what you learn about customers, employees, and the business?
Your team feels supported in an environment where the right sets of behaviors augment the capabilities you have currently in place to meet current demand and future needs. You can make improvements along the alignment dimension, however.
Are you ready to assess your customer support capabilities?
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