| Will you ever believe that customer service and cost | | | | Often there is a myth that to run an effective service |
| management can be interlinked. To tell you the truth; | | | | operation a lot of buzz and hype has to be created |
| both these aspects if taken care off; in a well planned | | | | around the whole thing. Does it mean that only 7 or 5 |
| and efficient manner can be complimentary and so to | | | | star hotels would have the capacity of serving guests |
| say hand holding to one another while interacting with | | | | accommodation needs? That's not true. Had this been |
| the customer. In layman's terms effective customer | | | | true; then the idea of low cost airlines would have |
| service module will focus solely on serving customers | | | | never been successful. One should concentrate more |
| rather than boast about it by letting the entire world | | | | on getting the product right rather than how to present |
| know. If you try and analyze the marketing spend of | | | | a sub standard product. The amount of money spent |
| most of service related companies you would realize | | | | on promoting a sub standard product can be better |
| that instead of concentrating on service excellence; | | | | utilized or rather saved by perfecting the product. |
| these companies are rather concerned on letting the | | | | Therefore: a no frills service delivery function can also |
| entire world know that they have found out a new | | | | be successful provided it caters to customer needs |
| way of sneezing; not realizing it is not worthwhile for | | | | and requirements. |
| the customers to know about it. Going all out in | | | | The catch here is to spend substantial amounts of |
| promoting and advertising for s sub standard product | | | | money on training and skill development of the |
| or service might mean unnecessary expenditure which | | | | employees rather than unnecessary advertising and |
| is not effective cost management. The learning that | | | | rationalize every single penny spent. A well trained |
| one gets here is that there should be more | | | | employee would more often than not win a customer |
| concentration on perfecting the service delivery | | | | or a guest which would mean repeat business and |
| function rather than wasting your energies on | | | | profitability for the company. One should realize that a |
| gimmicks. | | | | customer would only deal with a business operation if |
| The work force of a company or a service delivery | | | | he finds value in it and every customer would have his |
| function is one of the most important elements which | | | | or her own parameters in assessing the value; for |
| will be able to find and justify the correct balance of | | | | some monetary value might be of more importance |
| exceptional customer service viz a viz effective cost | | | | rather than the experiential or a more holistic view. The |
| management. Although successful companies or | | | | bottom line is when a customer will transact; that |
| operations are run on systems rather than individuals; | | | | would reflect in the bottom-line of the company. |
| but it is the commitment of the individuals that makes | | | | Another aspect here is that the service delivery |
| the difference between and average and an | | | | function should focus more on what the customers |
| exceptional service output. Utmost care should be | | | | want and thereby provide accordingly; rather than |
| taken while hiring the team; especially the ones who | | | | spend huge sums of money in a useless or unutilized |
| would be interacting directly with the customer. These | | | | service delivery aspect. |
| employees are the face of the company and their | | | | The focus of a service delivery function should be to |
| attitudes and behaviors can make or break the | | | | use tools such as effective cost management in |
| situation in front of the customer for the business | | | | conjunction with exceptional customer service to |
| operation. | | | | provide that ultimate WOW experience to the guests. |