Simply - Great service

Recently, I've been asked, "How can great service be achieved?" Here are some of my thoughts ;

While numerous tools can assist in achieving excellent service, it's crucial to remember that they are just that - tools. Expensive AI systems, SLA tracking methods, and omni-channel interfaces cannot replace the fundamentals of great service:

1. Quick response

2. Clear communication

3. Most importantly, a human touch

Regardless of the product, if a client doesn't feel their needs are understood, or if resolution and updates aren't delivered faster than expected, the service may be good, but not great.

To achieve great service, I recommend the following approach:

1. Start by automating small, distracting tasks.

2. Set and monitor SLA goals for main inquiries.

3. If relying on employees, invest in their tools and knowledge.

4. Only then add relevant tools that fit your strategy, such as omni-channel interfaces, AI, bots, or chat systems.

5. Lastly, but crucially, continuously analyze your data and improve your processes.

Remember, at its core, service is about people connecting with people. No amount of technology can replace genuine human understanding and care.

By focusing on these fundamentals and strategically implementing supporting technologies, you can elevate your service from good to truly great.