A new customer service scenario, designed for today's high-efficiency, money-saving training needs.
In Dimensions of Service, you'll discover the secrets of improving customer satisfaction by seeing all facets of the client experience. Larry is a manager facing declining customer satisfaction. He launches a new initiative to speed up response time but satisfaction actually goes down. We see this happen when a customer, Justine, doesn't receive a call back as promised, and is frustrated that her issue hasn't been resolved. The service rep Stacy who is proud of her job and always does what management asks counters that she is doing her job: answering phones quickly.
Larry's superior, Wendy, explains that you need to understand all dimensions of service to achieve first-class customer satisfaction. He tries a new initiative, looking at all dimensions of service. When Larry starts measuring other facets such as resolution time, Stacy enjoys the additional challenge and resolves issues quickly. When Stacy informs Justine that her issue will be resolved shortly, she wins another satisfied customer.
Key Learning Points
- Avoid focusing on single components of service
- Focus on measurable results
- Learn to measure multiple facets of service
- Balance a variety of measurable dimensions for excellent service