Hi Everyone,
I appreciated having the opportunity to speak with everyone about improving our customer service. Without going through the whole discussion again I wanted to remind you of the two frameworks that I laid out during our call.
First, good customer service is predicated on the follow cycle/process:
- Timely and clear communication
- Properly set and well managed expectations
- Closing the loop with your client or colleague
You are Tahzoo, we are Tahzoo. Just like a loose basketball on a court we’re all responsible to chase down client requests, concerns, and queries. We engage our client, we help them understand the timeline for resolution, and we ensure that they are satisfied.
The second part of our discussion focused on the internal operating model required for effective customer service. The model has four parts:
Empowerment
- Everyone is empowered to provide great customer service. Engage your clients and make decisions.
Responsibility
- With empowerment comes the responsibility to ensure that the client is satisfied.
Collaboration
- We do complex work that spans multiple disciplines. More often than not, the team will need to work together to create a solution and meet client expectations.
Communication
- The team needs clear crisp communication to ensure issues are resolved on a timely basis.
- What is the issue, what expectation has been set, what is the resolution and who is going to close the loop with the client?
This framework for how we provide great service to our clients and how we operate internally to provide that service is not complex. It does however, require practice, discipline and consistency. Like many things that are good in life, the formula isn’t so complex, but the rigor and effort determine success. For Tahzoo, the coming months are all about execution. Like a good coach for a team, expect me to be there with a whistle pointing out when we are doing well and when we need to get better. We need to over deliver on our brand promise as a boutique alternative. Tahzoo equals great service and great quality.
Let’s go be great!
Thanks
Brad