Identifying Top Gun Customer Service Practice in your Centre

Peter J. Thomson CPA MBA

What makes the business successful?Principles are the sameExecution is based on the organisationCohesion

SSC designed to make a differenceSimple & EffectiveSupporting business strategyAligned to business operational tactics

What are the KBO’s to focus on

Internal & External CustomersThey all pay the billsReciprocal responsibilitiesCustomers can be trained

Customer Service FrameworkOrganise your teamChoose wisely

Build RelationshipsWho are your customers talking to?

Invest in your primary assetsService is a learned skill

It is all about your customersServe a customer or someone who isSLA’s

Continuous improvement

The starting pointAttitude, Attitude, Attitude, Interpersonal, Ambition & DriveCommon senseBusiness knowledge

Managers must do more managing than doingConfident & Competent Escalation pointsManagement of Conflict and ‘bad news’Influencing People, Processes & Systems

You don’t have to ‘go to the market’Internally developed skills are an excellent skill source

Top Gun PerformanceManage up or manage outYou have time, but continuous progress is a must

Measurement of an intangibleCan’t measure Customer Service in a single metric

Cash is KingCredit Management

‘Tough Times’ vs. DSOAccounts Payable

Financial credibility vs. DPOLoyalty is subjective as well

Training is ‘discretionary’ expenditureWe can not afford the talent we need

Processes & cultureIT: don’t invest at your peril