In the lead-up to National Customer Service weeks (2nd – 6th October), the Pro-Sourcing team are exploring our favoured HEART Customer Service Model.
Strong and attentive customer service is important for any business or organisation, regardless of its size or industry. With most businesses desiring to grow or at the very least create stability, details such as a positive brand reputation and image, high levels of customer loyalty and setting yourself apart from the competition are all critical.
Whilst we have processes and policies in place to standardise how and when customer interactions take place, it is your company ethos and DNA which will have the greatest impact. HEART provides a memorable structure along with a great visualisation of how you want your employees to treat your customers.
H ear
E mpathise
A pologise
R espond
T hanks
Over the coming weeks we will explore each component in greater detail along with providing examples of how good practice.
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