Blog by Service Strategies
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There are a wide array of opinions about measuring Service Deflection out there in the industry today, and as many methods to do so. In a study we did several years ago, we found that out of over 90 survey respondents there were almost 80 different measures of deflection being used.
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If you are considering adopting industry standards and certification for your service and support organization you are probably deluged by the sheer amount of information, facts, and myths about the benefits of earning certification, what being “certified” means, how to go about it, and why.
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Service organizations today are forever striving to increase customer satisfaction and loyalty by improving operational effectiveness, and management generally believes the rewards of their efforts are the end goal. While improving effectiveness is important, these organizations should also work to leverage service excellence as a hallmark of their corporate brand. When you effectively market service [...]
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