Customer Support Software Featured Articles

Alongside an announcement for a new set of initiatives to enhance customer satisfaction, Gloria Torres, head of customer service for DHL Express Sub Saharan Africa, has offered forth some philosophy on how important that aspect of a business is for it to be successful.

Torres spoke about three key areas which DHL believes are crucial to delivering excellent service. First is that the voice of the customer must resonate throughout the organization. This is made easier when customer support software is used. DHL’s Net Promoter Approach (NPA (News - Alert)) is a management tool that measures promoters and detractors among a customer base and proactively sources feedback from them. This enables areas that need improvement to be identified and dealt with accordingly in a way that enhances the customer’s experience.

Going off that, Torres stresses the importance of an “insanely” customer-centric culture. Research shows that something as simple as a smile can greatly impact the positivity of a customer’s experience. By focusing all areas of the organization on the customer’s perception and promoting a culture that makes them feel comfortable, satisfaction is easily obtainable.

A third factor Torres stated as essential to customer service efforts is to have transparent key performance indicators. Although many aspects of a business of this type are unquantifiable, the parts that are must be given prominence in order to focus teams toward objectives and provide a means for managers to find opportunities for improvement. These indicators and goals should be constructed from a customer’s viewpoint, to maintain a sense of upmost importance for the service that is eventually provided.

The recent Global Customer Service Survey conducted by Interactive Intelligence (News - Alert) Group Inc. revealed that 64 percent of consumers would tell others when they had a positive customer service experience and 45 percent of consumers tend to make purchase decisions based solely on customer service. This demonstrates how large of a role simple interactions can play in spreading opinions of the company.

“The professionalism and attitude of a company's employees, especially in the services industry, can have a massive influence on a customer's experience and perception of service, and in turn, how a customer promotes the company to other potential customers,” says Torres. “Customer service therefore plays a significant role in a business's bottom line.”