Achieving Service Excellence

Posted by The PC Support Group

Tue 30th, Apr

We’ve all heard the same marketing slogans many times.

Committed to service excellence. Passionate about great service. Service is at the heart of everything we do. Great customer service is our top priority.

It’s admirable of course to aspire to do great things for customers. But the problem is that, all too often, the reality doesn’t match the rhetoric.

Words like excellence and passionate raise our expectations, we’re now looking for something special, something extraordinary. The bar has been well and truly raised.

Sadly, we can all point to examples of really poor service from businesses that make extravagant claims about their quality of service. And, when this happens, it’s the gulf between the desired state and the reality that we notice most.

In fact, as customers, competent, timely, efficient and friendly service can be enough for us to feel positive about the organisation we have been interacting with. For many of us, displays of passionate, extraordinary service can be a bit unsettling!

At The PC Support Group you won’t be surprised to hear that we too try very hard to deliver a really good quality service for our clients. We are that passionate about providing excellent customer service that we’ve spent a lot of time and energy defining what we mean by this, and how best to achieve it.  We have mapped out the entire journey that our clients take with us, from the first contact to the last, defining how and what we want to communicate at every stage, and identifying every opportunity to add value and build rapport.  

We call it our Service Excellence Cycle (SEC) and everyone in our organisation is trained and tested on their knowledge of it, because every single one of us has a role to play in delivering it. We see it as a cycle because great customer service doesn’t have a beginning, a middle and an end, it’s a continuum on which every single contact with the client is important.

Fortunately, we get lots of positive feedback about the service we provide and it’s always a source of pride and motivation for us when it happens. We’ve also won quite a few awards for it, so we must be doing something right!

We have also produced an Achieving Service Excellence guide which you can download for free on the link here.  In addition, if you would like more information about our IT and telephony support you can contact us on 03300 886 116 or send us an email to info@pcsupportgroup.com

www.pcsupportgroup.com

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