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CUSTOMER SERVICE Consulting

Service Focus

Fanjoy & Associates will help you to:

• Map your internal and external customers, and key service requirements;
• Identify practices that hinder service delivery, and help create new practices that promote superior service delivery; and
• Develop and deliver customer service training that will build both the commitment and capacity to deliver superior service.

 Service Philosophy

The traditional perspective of customer service is that it deals primarily with how employees interact with customers on the 'front line.' Behaviours such as smiling, and acting friendly and courteous are considered to be the essential factors in the customer service satisfaction equation. Obviously, it is important to be courteous to customers, but providing superior customer service, in fact, requires more than simply hiring front-line workers who have manners.

In fact, service involves every aspect of the business, including all of the behind-the-scenes activities that affect how the organization produces and delivers its products and services.

All business activities impact the products and services delivered by organizations, which in turn, lead to definitive experiences at the customer level.

Another prevalent myth is that customer service only involves satisfying the people external to the organization. But the reality is that every person, department, and company is both a customer and a supplier of goods and services.

Internal customers include anyone for whom one works, or for whom products or services are produced or intended. This can mean that a person's boss, group of peers, or another division are all customers. The experiences of these customers, and consequently the experiences of external customers, often have more to do with the organization's systems and processes than with the social skills of workers on the front line.

If a root cause analysis were conducted, poor service experiences could, in most cases, be traced to systems and processes that have become imbedded in the organization’s way of doing things. Often these systems and processes benefit internal processes. On the surface, these practices may appear to benefit a small portion of a business’s internal customers, but looking beyond the superficial often shows that not even internal customers truly benefit from such practices. When external customers are disgruntled, internal customers will feel the negative effects eventually.  

We would be pleased to discuss your unique needs. Contact us for more information.

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