Last 22th of December 2013 ServiceManagers.org published its world-renowned
annual Award Winners, based on contributions by our SM Experts and how much of impact it has created to the Community.
Today angelberniz interviews to Chi-Pong Wong for learning a bit more about the views and insights from this great Service Management influencer and visionary.
Q: First congratulations Chi-Pong for your ‘SM Of The Year’ Award. What do you think were the most relevant Service evolutions for SMs in 2013?
A: More and more Service Managers have emphasized their focus on driving customer satisfaction in their marketing campaigns, but many of them actually were paying lip service with no plan to improve their teams’ service quality. But awareness of customer satisfaction being important is on the right track for their team because it’s been at least brought to their attentions.
A: There is still a big disconnect between customer lip service and real customer service. The former has no beef, i.e. simply saying that you are sorry is likely not enough to reverse customer irritations. The challenge is to identify quantifiable ways to entice customer satisfactions. I would expect more customer conscious Service Managers putting up ways to get their service professionals to improve service quality.
Q: What are your plans for this coming year with regards to Service Management?
A: I have written about the importance of service DNA, end-to-end customer satisfaction, triggering customer emotions, and turning complaints into loyalty recently. I see the main failure for most Service Managers in this domain can be tie to their lack of understanding what entices customers. I will probably suggest ways to beef up their service improvement arsenals.
Q: What is your best advice for a newbie Service Manager?
A: Always remember that your service attendants learn from you. They model your service attitude and behaviors when they handle their customers. To build a satisfied customer base, think and act like you are at the frontline. Do not relax.
Q: What would be your best advice for a Service Manager?
A: Make your service managers truly believe in customer satisfaction; empower them with the tools to promote customer satisfactions; use carrot and stick to encourage good satisfaction outcomes and punish dissatisfaction episodes.
Again congratulations Chi-Pong for your ‘SM Of the Year’ Award and thank your for sharing your knowledge with the Community.