All Posts Tagged With: "benchmark"
Ground Zero for Customer Service
The Baldrige Criteria have several questions that, when asked, can trigger the “deer in the headlights” stare. In my experience, this question almost always gets that response:
“How do you ensure that customer support requirements are deployed to all people and processes involved in customer support?”
The questions that precede it ask how you determine the key mechanisms to support your customers, what those mechanisms are, how they vary with different customer and market groups, and how you determine your customers’ key support requirements. By the time people get to the last question of the bunch, they are frequently so exhausted from scrambling to answer the first four questions that this one pushes them over the edge. Most can come up with their key customer support mechanisms, although the processes for determining what they are can be dodgy. They can usually describe the variations in mechanisms, but few have good answers for how they determine their customers’ support requirements.
Answering the last question well requires sound, systematic approaches to the first four, which is why it can be frustrating
One organization that has world-class responses to these questions is The Ritz-Carlton Hotel Company. A two-time Baldrige Award recipient, Ritz-Carlton excels because of its legendary…
9Sep2009 | Steve George | 1 comment | Continued
