Middlesex Consulting Group

› Improving Your Customer Service Operation

How many new customers have you signed up this year because you have a reputation for outstanding service? How much business have you lost this year because of a reputation for poor service? Remember - We live in a world where communications are instantaneous and prospects and customers "talk" all the time.

At Middlesex Consulting Group we know Customer Service. We know how things should work and we know how to find out how they actually are doing. Specific areas were opportunities for improvement frequently abide include:

• Service Management Software - selection, implementation, configuring
• Call handling - logging, staffing, policies
• Field service - locations, staffing, policies, training, motivating
• Logistics - inventory planning, reverse logistics, sourcing
• Depots - equipment, procedures, opportunities
• Escalation plans
• Services portfolio - contracts, value added services, pricing, marketing
• Financial reporting - actionable information, P&L formats, revenue recognition, budgeting, variance analysis
• Customer communications - surveys, briefings

A typical engagement includes the following steps:

1. Review current operations
2. Interview business management to get their assessment of the current status
3. Interview key customers to find out what is important to them and how they perceive the business's current performance
4. Identify gaps between importance and performance and prioritize areas for improvement
5. Work with internal team members to create Action Plans that are achievable and will be supported by the people required to implement them.
6. Review the Action Plan(s) with the sponsor to get buy-in
7. Identify key performance measurements to track the impact of the program
8. Assist in the implementation
9. Repeat with lower priority improvements

There is no better way to jump-start a Service improvement initiative than to partner with an experienced professional to share your burden, provide thoughtful advice, and help you avoid costly mistakes.