No, it is not just on-time delivery! Consistent customer satisfaction requires a servant attitude, a capable process, and frequent feedback from customer service metrics.
The team at Trioworld Nyborg came together to evolve capabilities of the Industrial Film division on its journey to service excellence. That’s a great ambition to have, but how can we see that we are really making progress? We need effective metrics that indicate what goes right and what needs to be changed. There are many dimensions that can be tracked, of which three stand out: the Customer Service Metrics that every commercial team should review daily:
After several on-site workshops, the Trioworld cross-functional team agreed on basic principles, defined the new way of working (WOW) formalized in the the standard operating procedure (SOP), and defined key metrics to stay on track on their journey toward Customer Service Excellence (CSE). Final note: To drive improvement, set the bar high enough to give you signals to act on; don’t be afraid of red charts.