The Institute of Customer Service in the UK has this week introduced a ‘ServiceMark’ accreditation for companies to show their commitment to getting customer service right.
Firstly, hats off to any firm for going through the audit process. It means they want to improve and are seeking to benchmark their performance – THIS IS A KEY STEP!
But, there is a but. If the objective is to deliver customer satisfaction, then companies are wasting their time – setting a goal for mediocre service, usually means you’ll achieve it, if you are a local garage or a global bank.
Take a look at the online debate on the BNET blog and add some fuel to the debate – post a comment and let us know your thoughts.
Here we are in 2009 and ten-years since it first re-wrote the rulebook, Amazon is still a guiding light on how to deliver online customer service. Others still can’t see the light or can’t find the will to follow.