What is Teamwork?
What is Teamwork?
Answer
Date: December 24th, 2007According to Wikipedia, Teamwork is the concept of people working together cooperatively, as in a sports team.
Teamwork is essential when creating a great customer experience... but who is "the team"?
In customer service, there are many working together to serve the customer. It's not just the customer service department... everyone in the business has a role in this:
- Production creates the product. If the products has faults, will the customer be happy?
- Marketing markets the products. If the product is hyped, and the product falls short of the expectations, will the customer be happy?
- Finance invoices the customer, and handles the payment. If the customer is overcharged, will (s)he be happy>?
- Customer Service handles questions and complaints. If this is not done with care, will the customer be happy?
But it's not just the people. All the stuff that your business does that touches the customer is also important. Slow website, little info? Bad customer experience. Faulty instructions? Bad customer experience. Difficult to find customer service info? Bad customer experience. No response to emailed question? Bad customer experience.
So hopefully you see... the teamwork needed to serve the customer well, is going across all the departments in your company.
If your company has barriers/borders between departments, or lack of communication between them, chances are (huge!) that some or many of your customers may have a less favorable experience.
Guess who can clean up the mess afterwards?
At your service,
Erwin
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