2010 Articles
January 25, 2010
Service At The Heart Of Business
servicemanagement365
Product features are valued differently by different people. Few of us make maximum use of a product's functionality: just think about your mobile phone. Or, indeed, any software application you use, at home or at work. So much untapped potential fails to make a lasting impression - other than on the P&L.
But service... service routinely makes an impression. Is your favourite restaurant the one offering the best food, or one where you know you will get excellent service? What do you remember about your bank: the exact rates, or how helpful staff were when you last dealt with them? Back to your mobile: could you list its every feature? How about calls to Customer Support - remember those?
Sure, threshold levels have to be met across the board. But what end users most appreciate is not necessarily where the vendor's focus lies. Minor product issues may go unnoticed, yet even the tiniest detail in service quality is recorded.
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