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Scottish Business Style
The customer is always right! This old adage has been used in all types of business and customer service situations, seemingly forever. But, how does this apply to organisations in the Scottish business climate?
Taken literally, if the customer is always right, does this mean at any cost?
How do you know what is right for your customers?
Do all customers have the same idea of what is right?
Recent research shows that although many organisations recognise the need to provide effective customer service, only a few have developed the necessary approach to ensure that they are capable of delivering it at a consistent level throughout the organisation.
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The Home of Scottish Businesses, SME's and Entrepreneurs
Scottish Business has developed a systematic way of measuring a company's ability to deliver a proper level of customer care. It assesses your current standards of service and contrasts them with the expectations of your customers. It's a definition of current standards combined with a set of recommendations on how they can be improved.
It examines your commitment to the customer – the ability to understand his needs and adapt products and services to match those needs. But it also examines the relationship an organisation has with its staff – the ability to develop, involve and motivate its people to produce a shared commitment to the customer.
The Scottish Business and Insurance Authorities encourage the company that produces a plan that helps you to deliver a level of customer service that meets your customer's expectations. A plan that addresses all parts of the business to ensure that first class service flows freely. A plan that builds on your organisation's strengths and knowledge.