Customer Service and Change Management

Steps for success in any organization:

Hard work, perseverance, incremental improvements, creativity and

Teamwork

Quality and customer:

*Quality is determined by the customer, the customer wants products and services that stand throughout their life, meet his or her own needs and expectations at a cost that represents value.

*Quality excellence can best be achieved by preventing problems rather than by detecting and correcting them after they occur.

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People comprises of:

-Marketing

-Technology

-Product

-Manufacturing

-Service

To extract better performance from the employees:

*Empowerment for all in a participative, cooperative and creative manner.

*And creative workplace*It must indicate the extent of customer satisfaction in absolute terms as well as relative to its competition. It must indicate the extent of customer satisfaction in absolute terms as well as relative to its competitors

Developing Relationship strategies

*Access to customer

*Continuous Customer feedback

*Conducting Transaction based surveys

*Establishing Customer focus groups

*Conducting lost customer analysis

*Employee feedback

*First call resolution research

Customer care:

*Listen to customer continuously and not at discreet intervals.

*Keep track cards at high volume locations.

*Use feedback to identify new segments and customer expectations.

*Design varying customer listening devices for different needs.

*Convert every point of customer interaction into a listening point.

*Use feedback to update, monitor and correct complaints.

*Come out with new products to meet the expectations.

The concept of TQM involves three major steps to be focused on:

*Materialistic

*Ritualistic

*Spiritualistic

*Materialistic

The organization is concerned about results and focus less on systematic approach or people involvement. They skip steps and treat people as mechanical beings. These kin

D of organizations usually ends up in a chaotic situation.

*Realistic

-The organizations go after systematic approach without adequate focus on people involvement and results. They end up simply creating beaurocracy and the results do not show any improvement. People lose faith and confidence. This is particularly common to many ISO certified companies. Following systems and procedures is no guarantee of quality.

Spiritualistic:

The organizations under this approach go after people involvement and create a lot of enthusiasm. They however fail to channelize their energy through proper systems and well-defined approaches towards the results.

Which can be measured in a quantified terms - thus they end up in total confusion.

In the competitive world there are many a companies who are in investing and ready to pump in millions of dollars for the sake of quality, perfection, reduction in complaints, customer satisfaction, customer delight, quality of service, value of production etc.

The change is inevitable. Situations force to adapt to the new technology and serve the customers better to withstand in the market for longer period.

Lets look at the "Change" in a different scenario.