When will your HR department be accountable for customer satisfaction?
Artist: Sandro Diener
17 Mar 2009
Yes, you read that right. That’s my opinion (and for instance Gallup’s HumanSigma publication is in line with this statement)>
Customer satisfaction starts with your human resources department. Or should I say should start!
How?
Well, as they always say about achieving success, start with a plan, lay a good foundation, and have a system.
Having said that, customer satisfaction starts with HR because you need to give careful attention to who you are going to hire, how you’re going to hire, train, coach, and treat them on the job.
In other words, you create a customer-centric company by filling your positions with people who have the aptitude and the attitude to build good relationships with one another and with your customers.
By doing so, you have started a plan, and laid the foundation of a customer-centric organization. Now, all you need is a system, which will then include the training, the guidance, the encouragement, the works.
Having written down, I have to admit that my working experience is different. Somethis, the gap between what should be in a customer centric company and reality is big, big, big. And this also applies for this aspect of a customer centric company
Artist: Sandro Diener
Where do you start?
Posted on 2009/03/18, in Front Office and Customer Service Operations, Knowledge management, Performance management, Vision, visionaries, vision things, trends and tagged Books, Cost of Poor Quality, Customer Service Management, Transition, Vision, Ways of Seeing. Bookmark the permalink. 2 Comments.
Greatings,
Super post, Need to mark it on Digg
Have a nice day
Hobosic
Greatings,
Thanks for article. Everytime like to read you.
Thank you
Elcoj