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Showing posts from February, 2015

SERVICE PORTFOLIO MANAGEMENT

The Service Portfolio describes the commitments and investments made by a service provider to its customers across all market spaces.  In a nutshell it states what the company is able to do and how it will will do it while also accounting for previously agreed upon commitments.  The Service Portfolio also talks about new products and services as well as ongoing service improvement projects and other third party services which are utilized by the business in providing their service.  The Service Portfolio is the defacto guide to what the business can and cannot do.
Ensuring that the Service Portfolio is accurate is one of the important roles of Service Portfolio Management (SPM).  This role ensures that new services are added only after funding has been approved an an appropriate financial plan is in place for recovering costs and/or showing a profit.  This is sometimes called a rally point process or other similar names, but in essence its a way of ensuring that the business always h…

8 RULES OF GOOD CUSTOMER SERVICE & 8 STEPS TO DEFINE A SERVICE

In a similar fashion to interviewing and hiring people - the hardest and most expensive exercise is getting the right employee - getting people back into the door is exactly the same.  You want that repeat custom as that is what will save you money in your marketing and advertising.  One of the key components to this in addition to the quality of the product itself is the customer service that you provide to the customer in their purchasing and ordering decisions.  You can offer promotions and slash prices to bring in as many new customers as you want, but unless you can get some of those customers to come back, your business won't be profitable for long. Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers. 
Good customer service should be thought of as re…