Customer Service Strategies

Vyom Bhuta - March 22, 2002

Okay, we all understand that customer service is important and critical to the growth and sustainability of any organization. One of the previous feature articles titled "I am your customer! Do you know what I am thinking?" asserts just that. Organizations in various industries have adopted different customer service strategies. The easiest way to discover these strategies is to look around and see how we are served as consumers. You will find that almost every interaction can be categorized into one of four strategy types: A.S.A.P. Lets take a look at A.S.A.P with an enterprise view...

ACHIEVEMENT BASED--Making a difference

"...reflects our own values and standards, and the pride we take in our work. We want to make a difference to our customers by striving to innovate and improve upon everything we do."

Characteristics: dedicated to excellence, innovative and creative, internal vision driven

Examples: restaurant serving only the chef's choice, advertising agency, computer manufacturers

SUPPORT BASED--Listening to customers

"...is responsive, caring, receptive, and demonstrates that we are there to listen. Our goal is to build close relationships with our customers, based on empathy."

Characteristics: responsive, listening and caring, relationship oriented, slow and inefficient

Examples: restaurant that cooks your special request, financial advisor, …

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