Service Strategy: The Ability to Dominate Your Market & Crush Your Competition with Superior Service

Updated: November 18, 2010

There are 6 steps critical to driving a service strategy:

1. Top management must understand the strategy and focus on implementing the strategy.

2. The firm needs to explore policies and procedures which have no real value and detract from a positive customer experience.

3. Everyone must be empowered.

4. Service leaders are very carful about who they hire. They hire for attitude.

5. Everyone must be trained on the skills of customer service. This is an art. A new program must be introduced at least every 4-6 months.

6. The results need to be tracked through hard numbers.

Featured Research
  • Are You Using These 5 VoIP Features?

    In large part, the success of your business depends on the strength and reliability of your team’s many communication networks—this includes your Voice over Internet Protocol system (VoIP). more

  • Video Conferencing Best Practices

    Video conferencing is quickly becoming one of the most important communication channels for both small and big businesses. As more businesses turn to this technology, expectations about the experience are also rising. It’s not enough to just offer video conferencing as a communication method. You also need to meet minimum audio and visual standards, and there’s even proper etiquette to consider. more

  • 10 Contact Center Myths Busted

    For most forward-thinking companies, the use of contact center software is on the rise. That said, in spite of contact center software’s sudden rise in popularity, a number of myths have begun to take shape. more

  • Go Mobile and Increase Employee Productivity

    The Bring Your Own Device (BYOD) and Voice over Internet Protocol (VoIP) tech trends now allow people to work whenever, wherever, and however they want—mobility makes it happen. more

  • [Infographic] How to Select a Phone System in 10 Steps

    Choosing the perfect phone system for your business is no small task …. Depending on the size of your company, the industry in which you work, and the specific needs your phone system will be required to meet, any number of solutions could get the job done. more