After years in the financial industry, I am continually reminded that the reality of the service commitment is based in policies, processes and especially, people. Every organization needs to test the consumer-centricity of their policies and procedures periodically with key segments. Generally, policies are created without sufficient impact analysis and the authors become very defensive on any challenges. Processes or procedures tend to evolve "willy nilly" in answer to a need at a point in time and feedback is not the norm.
A recent event at one of my client's, again demonstrated the importance of people and common sense service delivery. First, we must remember that everyone from the CEO to the teller influences the delivery of the service commitment through their roles, responsibilities and behaviour. Second, when one person at any level clinically applies a policy or insists on a specific process or implies a threat, then the promised service delivery is in danger of creating a negative experience for the consumer. Most times common sense prevails to protect the consumer...but not always. Thirdly, correcting these mistakes quickly and honestly, both internally and externally is important. Finally, the organization has to find the root cause of the disruption in the service commitment delivery and make the necessary repair so it does not re-occur. A witch hunt or turning a "blind eye" is unacceptable.
Once any weakness in your service commitment happens you are vulnerable to various negative forces unless your team satisfies the consumer and immediately corrects the policy, process and/or people issue. Research has proven time and again that a dis-satisfied consumer tells close to 30 others about the experience, and they repeat it to others. The damage can be extensive. No one is immune from making mistakes so be prepared, always, to respond in the most positive manner possible, quickly. Your service commitment, must be to each other as well as the consumer!
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