The 10 Key Customer Service Activities

Customer Service

Customers go through a fairly typical sequence of activities or process when dealing with businesses. Although it depends on the type of business you are in, from your perspective, there are 10 key areas of activities that could flow between yourself and customers and affect your service to customers.

These are the general activity elements of customer service. They apply for small, medium and large businesses, and are clearly identifiable activities businesses "do", so they are easy to refer to, understandable and of practical application to managers and staff. They are things people are responsible for and physically do.

They essentially build on the "service cycle" concept often spoken about in business writings, and reflect the importance of end-to-end service across all the activities. That is, getting all aspects right.

Under each of the Activities in the service cycle are the "values" that customers believe are important. These form the basis on which customers will judge the quality of your service.

The last Activity relates to Managing the Service Culture, and covers the broad strategies managers need to implement to ensure that the other nine Activities occur within a proper organisational structure.

Remember, the Customer Service Guidelines apply to anyone you are dealing with, not just "paying" customers.

Next