Quality Customer Service, Why it matters

In just over a week I will deliver a speech at a local toastmasters club on Quality Customer Service. The title is "Quality Customer Service, Why it matters". If my recording equipment will work well I plan on posting it here on my blog as youtube video.

I'm reading a captivating book on customer service. The book is called "The Only Thing That Matters" by Karl Albrecht. He states that service and quality go together. Quality service he says must be introduce to the whole organization and it is about delivering value to the customer. He points out how so very few businesses get this. The book was written in 1992 and his message still holds true for today.

A quote from the book, "If we're talking about a 'service-driven,' 'customer-focused' organization, we've got to design the operation to work that way. It's more than just a slogan or a training message. It must involve the way we conceive the total product, market it, design the delivery system, program the computer, communicate with the customer, train the employees, and all the rest. And when it comes to the expensive computer systems, if you get it wrong, you stay wrong for a long time."

To adapt a total quality customer service experience is an on going process and takes a lot of thought and risk taking. Individuals of organization who are not willing to take a risk will falter.

Jim Estill recently wrote a blog on risks and made this statement, "Without risks, companies will not be able to thrive."