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Three Practices for Customer Service Improvement

Do you possess the wisdom to conduct brilliant customer service? Dedicate yourself to practice and discipline. Maintain the balance between profits and customer needs. Only then will you achieve the highest state of IT Governance. As Pearl Zhu writes for the Future of CIO blog, there are but three central tenants to improving this function.

Three Ways

  • Be the Customer
  • Hear the Customer
  • Anticipate the Customer

In order to truly understand the customer, you must be one with the customer. Immerse yourself in the needs of internal customers first and foremost. Understand things from their point of view and adjust your service accordingly.

In order to be the customer, you must also hear the customer. Pluck the feedback from one individual and you will grasp an entire web of insight about your customers. Use this information to infuse their lives with value.

Always anticipate the customer’s needs. Act in their future best interests instead of reacting to their demands. When a service is improved before the customer realizes it needs improvement, this is called ‘surprise’. Surprise is the essence of innovation.

Employee Satisfaction

Further, one should contemplate the interrelatedness between employee and customer satisfaction. They are internal and external aspects of the same objective. Meet the needs of one, and you will better satisfy the needs of the other.   

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About Eric Anderson

Eric Anderson is a staff writer for CAI's Accelerating IT Success. He is an intern at Computer Aid Inc., pursuing his master's degree in communications at Penn State University.

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