Let’s keep the government off our backs! That’s the upshot of the article in CIO.com that addressed the mantra of Australian private sector industries struggling to deliver good customer service.
One of the telecommunications executives has heard rumblings from government leaders which suggest that the government is considering mandating that telecoms and ISPs start delivering a certain level or type of customer service. His solution is to get the private sector companies to work together toward improving customer service and reducing complaints – before the government forces them to do so.
Think about your business – imagine if your bank, your hospital, your shop, your university were to get federally mandated guidelines that addressed how or at what level you must deliver customer service.
A nightmare?
Yes, but it’s already happening. Hospitals, for example, will begin to have reimbursement from the Federal Government adjusted based on patient satisfaction scores in the U.S. including the patient’s assessment of their customer service.
The problem with a government mandate is that the business loses control over priorities or actions; the business gains an administrative burden; the business now has an 800-pound gorilla helping to manage it – the Federal Government.
Companies wouldn’t have to worry so much about government intervention if they took the time to measure the link between customer satisfaction, loyalty, word-of-mouth, repeat business, etc. and organizational profits. They wouldn’t be concerned with governmental edicts if they knew what percentage of this year’s revenue came from last year’s customers. They wouldn’t fear the repercussions of the government if they put a dollar value on the cost of the repercussions of their own upset or angry customers.
Put a dollar figure on the value of your customer. Let that number – not the government – be your incentive to improve customer service.
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