Excellence in Customer Service & Organisations Often Fail to Get Close to Their Customers and Correctly Read Their Expectations

2173 words 9 pages
Work Related Project
Question 1
Excellence in customer service is the objective of all organisations wishing to be successful. However, there is often a gap between customer expectations and management perceptions of customer expectations. Organisations often fail to get close to their customers and correctly read their expectations.
Other reasons for customer service problems include: * not listening to or collecting information from customers * poor, or no, focus on the actual design of processes to turn identified customer needs into products and services * gaps between what the organisation intends to produce for its customers and what its systems do actually produce * gaps between what the system is
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Identifying existing and potential problems or issues and obtaining relevant information about the problem will ensure the specific or root cause of the problem is identified. Once this has been achieved recommendations and corrective actions can be developed and proposed for implementation.
By performing a gap analysis to measure the organisations current performance against their desired outcomes can identify areas for improvement. Analysing data and quantifying the information will establish where the organisation currently is and where they need to be. Gaps may exist in various stages of the input process that affects the outcome. Poor quality raw materials or excessively priced materials will directly affect the quality and cost of the final product or service. Gaps may exist in the process and need to be identified promptly.
Ensuring all customers internal and external are part of the review process ensures opportunities for improvement are identified and acted upon timely. Gaps or areas for improvement need to be identified so quality products or service can be maintained. Employee loyalty needs to be earned, rather than assumed and this is achieved through commitment and communication by the management team. Organisations need to express and act on a commitment to develop employee’s career objectives by introducing initiatives that make employees believe that their current job is


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