August 2014

The Six C's of Customer Service

We have been seeing more and more companies seeking to become a customer centric organisation. So what does this mean?  We believe it is almost impossible to separate the principle of customer-centricity without factoring in technology and corporate culture. After all, customer experience success can hardly be maintained if it’s not at the core of a company’s operating fabric.

So when we were asked how we would define a customer centric organisation we came up with the following ‘Six Cs’:

  1. Clarity. Clarity is something that every leadership team should have. Without a clearly defined purpose, strategy and message, you will find it difficult to connect to your customers – and engage your staff.
  2. Commitment. Commitment is about showing that you are willing and able to invest the time, effort, people, and financial resources to do what it takes to deliver and improve your performance – not just in the short term, but year in, year out.
  3. Connectivity. This is about working across the organisation, taking an end to end view and keeping everyone up-to-date on the progress of what everyone does every day.
  4. Capability. Making sure that people have the right skills, are given the right tools and knowledge and are trained and supported to provide great customer service.
  5. Consistency. A consistent voice is imperative across various touch points, content and channels because it defines your brand ‘voice’ and makes you more credible and trustworthy.
  6. Cohesion. This is the ‘glue’ that describes what it is like to work here, the everyday practices and the shared values that everyone understands is  really important for the company. It’s that little bit extra that helps day to day but really makes a difference in emergencies or in service recovery.

We have developed a useful checklist to help identify and plan what can be done to move your organisation to being more customer centric. If you would like to know more please feel free to contact us for a chat.


The CSBA Index

March to June Quarter 2014
Top Customer Service Performers

1. Wannon Water
2. North Coast TAFE
Adelaide University
University of Western Sydney
5. GWM Water
6. Budget Direct
7. Care Australia
8. Colonial First State (Super)
9. Shire of Kalamunda
Coliban Water

Top performers by industry

Aid Organisations Care Australia
1. Banks – General NAB
2. Banks – Loans NAB
3. Energy Actew AGL
4. Housing Providers Compass Housing
5. Insurance Budget Direct
6. ISP TPG
7. Local Government Shire of Kalamunda
8. Parcel Delivery DHL
9. Superannuation Colonial First State
10. TAFE North Coast TAFE
11. Telecommunications Optus – Mobile
12. Universities Adelaide University
13. Water Wannon Water
14. Wealth Building Colonial First State

 

Upcoming Events

To read about our upcoming events or to register attendance, please click here.

FRIDAY 22 AUGUST 2014
Heads of Student Administration Conference – Sydney, with Paul van Veenendaal (Managing Director, CSBA) presenting on Day 2
WEDNESDAY 27 AUGUST 2014
Training: Managing Customer Expectations in Local Government – Warrnambool
THURSDAY 9 OCTOBER 2014
6th Annual Net Promoter Score Forum, Presented by Fund Executive Association Limited (FEAL) & CSBA – Melbourne