Comments on: The DNA of Service Excellence http://dennissnowblog.com/tips-for-better-customer-service/the-dna-of-service-excellence/ Dennis Snow Blog Thu, 02 Sep 2010 16:57:44 +0000 http://wordpress.org/?v=2.9.2 hourly 1 By: “If All You Have Is a Hammer, Everything Looks Like a Nail” « SAP CRM’s Blog http://dennissnowblog.com/tips-for-better-customer-service/the-dna-of-service-excellence/comment-page-1/#comment-185 “If All You Have Is a Hammer, Everything Looks Like a Nail” « SAP CRM’s Blog Fri, 17 Jul 2009 20:43:00 +0000 http://dennissnowblog.com/?p=211#comment-185 [...] on customer service, recently posted a great blog on customer service excellence called the “DNA of Service Excellence”.  According to Dennis, organizations who deliver exceptional customer services have four common [...] [...] on customer service, recently posted a great blog on customer service excellence called the “DNA of Service Excellence”.  According to Dennis, organizations who deliver exceptional customer services have four common [...]

]]> By: Esteban Kolsky http://dennissnowblog.com/tips-for-better-customer-service/the-dna-of-service-excellence/comment-page-1/#comment-195 Esteban Kolsky Thu, 28 May 2009 14:06:41 +0000 http://dennissnowblog.com/?p=211#comment-195 Thanks for the clarification Dennis. I agree that employees are a key part of the equation, and we are not doing enough to measure their feedback or effectiveness. I like your blog as well! Thanks for the clarification Dennis. I agree that employees are a key part of the equation, and we are not doing enough to measure their feedback or effectiveness.

I like your blog as well!

]]> By: Contact Center Intelligence Sunday Summary week 21 « Contact Center Intelligence http://dennissnowblog.com/tips-for-better-customer-service/the-dna-of-service-excellence/comment-page-1/#comment-188 Contact Center Intelligence Sunday Summary week 21 « Contact Center Intelligence Sun, 24 May 2009 07:13:38 +0000 http://dennissnowblog.com/?p=211#comment-188 [...] The DNA of Service Excellence: design the customer experience with the “Lens of the Customer” as the foundation of process design. Not a breakthrough article, but a good read with an insightful model. Also check out the other articles on this blog. [...] [...] The DNA of Service Excellence: design the customer experience with the “Lens of the Customer” as the foundation of process design. Not a breakthrough article, but a good read with an insightful model. Also check out the other articles on this blog. [...]

]]> By: Dennis Snow http://dennissnowblog.com/tips-for-better-customer-service/the-dna-of-service-excellence/comment-page-1/#comment-204 Dennis Snow Fri, 22 May 2009 12:46:26 +0000 http://dennissnowblog.com/?p=211#comment-204 Esteban, Thank you for your comment regarding my blog post, "The DNA of Service Excellence." Actually, the model heavily focuses on the employee side of the equation. The "Processes" component of the model surrounds everything else, and is labeled "Set Employees Up for Success." In addition to what I've noted in the post, I believe key factors in employee success would include effective hiring, training, communication, accountability, and reward/recognition. The "Service Delivery" component of the model also addresses employee performance, since they are the ones who will "Create the Wows." My Web site has several articles that address the employee factor; you can access them at http://www.snowassociates.com/articles.asp. Thank you again for your comment, Esteban. I look forward to seeing your model when it's posted. And by the way, I enjoyed reading through your blog! Dennis Esteban,

Thank you for your comment regarding my blog post, “The DNA of Service Excellence.” Actually, the model heavily focuses on the employee side of the equation. The “Processes” component of the model surrounds everything else, and is labeled “Set Employees Up for Success.” In addition to what I’ve noted in the post, I believe key factors in employee success would include effective hiring, training, communication, accountability, and reward/recognition.

The “Service Delivery” component of the model also addresses employee performance, since they are the ones who will “Create the Wows.”

My Web site has several articles that address the employee factor; you can access them at http://www.snowassociates.com/articles.asp.

Thank you again for your comment, Esteban. I look forward to seeing your model when it’s posted. And by the way, I enjoyed reading through your blog!

Dennis

]]> By: Esteban Kolsky http://dennissnowblog.com/tips-for-better-customer-service/the-dna-of-service-excellence/comment-page-1/#comment-183 Esteban Kolsky Thu, 21 May 2009 22:57:56 +0000 http://dennissnowblog.com/?p=211#comment-183 Dennis, I think this is a very interesting model. I have one similar setup for CEM but we have a major difference: your does not emphasize agents (or employees or CSRs or whatever you want to call them) as mine does. Are you including employees as part of the service environment? part of the processes? or nowhere? I think it is important to highlight people in the model to make sure that whenever someone looks at it then can see that the employees are a large and important part of the equation. Thoughts? (btw, my model is being finished for publication and it will be out on my blog next week. if you email me, I'd be glad to share it - esteban [AT] estebankolsky [ dot ] [com]) Dennis,

I think this is a very interesting model. I have one similar setup for CEM but we have a major difference: your does not emphasize agents (or employees or CSRs or whatever you want to call them) as mine does.

Are you including employees as part of the service environment? part of the processes? or nowhere?

I think it is important to highlight people in the model to make sure that whenever someone looks at it then can see that the employees are a large and important part of the equation.

Thoughts?

(btw, my model is being finished for publication and it will be out on my blog next week. if you email me, I’d be glad to share it – esteban [AT] estebankolsky [ dot ] [com])

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