Service delivery

From promise to process: Designing sustainable customer service

Build a clear service strategy that allows you to deliver on customer expectations and profitability.

Service delivery

Delivering service is an important part of today’s modern economy. The customer’s experience at each stage of the transaction – from sale, delivery and after-sales service – needs to be spot on if you want them to come back. However, the challenge is not to over-deliver in the keen quest for favourable ratings or return business.

No more, no less

When delivering service to customers, the key is to provide the service that meets a given customer group’s expectations exactly and, at the same time, make sure that this is one that you can deliver profitably each time.

In addition to designing the right service for different sets of customers, you need to define how that service can be maintained. This involves making sure your employees have the right skills and motivation to deliver the service, and that the right framework is in place for them to unfold their expertise.

At Implement, we can help you align services and internal capabilities to develop a clear service strategy. The result? You will increase customer satisfaction and bring down customer complaints – optimising the profitability of your customers and your business.

If you want to learn more about service delivery and how your company can benefit from our approach, please contact Anders Kjøller.

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