Releasing value for superior customer service

Customer service is often talked about as a means of gaining competitive advantage, yet, if you stop to think about it, the number of times you experience customer service that is genuinely superior are few and far between.

Have our standards become unreasonably high or there is a gap between companies’ aspirations and their ability to deliver?

Companies of all shapes and sizes are continuing to miss the opportunity for competitive advantage through superior customer service. Yet if you talk to people at all levels in an organisation they invariably have a genuine desire to deliver the best possible service to their customers. Customer-facing staff in particular will often report their frustration with what they are allowed to deliver and are full of ideas on how to improve the situation. These ideas represent considerable value that - when released - can be applied to provide superior service to customers.

Open Chord can help you release the value that’s locked in by unclear strategies, ineffective processes and inappropriate management systems.

This site summarises the services Open Chord offers and the ideas that underpin them. Please e-mail for further information.