Building Customer Service DNA – Tips from ‘the Customers’ Ultimate Advocate’

Jan. 30, 2012 - PRLog -- Customer Management Exchange: Hello, and welcome to this Customer Management Exchange podcast presented in conjunction with the Executive Customer Contact Exchange. I’m your host, Helen Winsor, and today I’m delighted to be joined by Curtis Hill. Curtis is Vice President of Technical Support for Customer Assurance at Cisco. Welcome to the show, Curtis. How are you today?

C Hill: Very well. Thank you for having me.

Customer Management Exchange: Great of you to join us ahead of the event. Now, Curtis, first of all I should introduce you. You’ve been touted the customer’s ultimate advocate at Cisco so that’s a great title and accolade. Moving onto the first question, you’re speaking about building customer services DNA at the Executive Customer Contact Exchange next April but what does having customer service DNA look like in real terms and why do you think it’s such a challenge for enterprises today?.

C Hill: A great question especially since service is really the lifeblood of any company. But as you start to look at an organisation overall, especially around how they’re built and getting to and evolving to a higher level of service, it’s really about building a DNA into how a customer service operation executes. It really falls into three primary building blocks and they end up being the fundamentals for building everything else on top of.

They really are in the following three areas: The first is about building the right vision, one that you can really see and communicate to others at a high level of customer service. The second is about getting the right people and encouraging the behaviour of the next level that you’re going to drive to, and then certainly building the right organisation. That’s looking at the culture, what the systems of governance are and creating an environment and where the vision can prosper and where individuals can succeed in adopting a new level of service. I think if you look at those three building blocks, they become the critical success standard for any organisation to move to the next level of service and I think that’s a challenge because you’ve really got to find those three key components to be successful now in a service organisation.

The Executive Customer Contact Exchange will take place from 16th-18th April 2012 at Carton House, Kildare Ireland. For further information about this event please visit www.customercontactexchange.com, email exchangeteam@iqpc.com or call 0207 368 9484.


To access this interview in full please click here - http://www.customercontactexchange.com/Event.aspx?id=5465... &utm_medium=HWOnline&utm_source=PR Log&MAC=HW_PROMO_11337.006_SS