Perfection is not a word you hear very often in customer service. We encourage everyone in the team to always give 100% – or even more – in order to delight customers and deliver outstanding service experiences. And yet, we never use 100% as an objective to measure our business success.
Posts by Laurent Othacéhé
Senior VP and Head of IFS Service at IFS
Laurent was the founder and CEO of 360 Scheduling, now part of IFS Service, and skilfully masquerades as a world authority on scheduling and optimization. He has spent most of his life unsuccessfully trying to solve absurdly complex math problems, only to be ridiculed by his younger and much more talented co-workers. Laurent was born in France and now lives in Nottingham, England where he enjoys the food and the weather.
No… and yes. After-market customer service is a critical component of long-term commercial and business success. And today more than two-thirds of employees work in the service sector. But, yes lots of time is wasted in the inefficient delivery of service. Let me explain.