Customer Service and Operations

I hope everyone had a nice Thanksgiving. As promised, here is Friday’s short post.

Believe it or not, the Chief Operating Officer and Director of Customer Service (or equivalents) should talk quite a lot. Their jobs are related and they have a lot to learn from each other.

Someone who is in charge of operations is responsible for operating the company on a day-to-day basis. Customer service is both a long term and day-to-day commitment. Customer service also involves a lot of operating procedures.

A COO should regularly review what is involved with certain company processes (i. e. fulfilling an order). A customer service manager should do the same thing. Both should be dedicated to finding out a better way to do it. The customer service manager is usually more of an advocate for the customer, while the COO wants to improve things from an operational/logistics standpoint (making things more efficient).

The COO and customer service manager at a company should try to go through processes quarterly or so and find what they can do to improve them. They should go through what is involved with setting up an account, upgrading, submitting a support request, and all of those things.

Going through major processes like that will allow the two people (who likely have different backgrounds and quite a bit of influence in the company) to find out ways to improve them in more ways than one (making them more efficient, more customer friendly, etc.).

It’s a win-win for everyone.

One Response to “Customer Service and Operations”

  1. Service Untitled » Cost Savings and Customer Service - customer service and customer service experience blog said:

    Mar 01, 07 at 7:19 pm

    […] One of the main points of the newsletter was to talk about how saving money doesn’t necessarily improve customer service. This seems obvious, but most companies try to save money and don’t think about how their cost savings will effect the customer service experience. I’ve talked about operations and customer service before. However, I have never really talked about cost savings and customer service. […]