1<!DOCTYPE html>

» Products & Services » »

Achieving World-class Customer Service

ID: CS-56


40 Info Graphics

3 Data Graphics

54 Metrics

4 Narratives

35 Best Practices

Pages: 136

Published: Pre-2013

Delivery Format: Shipped


License Options:


Single User: Authorizes use by the person who places the order or for whom the order was placed.

Sitewide: Authorizes use of the report for a geographic site. All people at site can view the report for a year and copies can be printed.

Corporate: Authorizes use for the entire company for a year and copies can be printed. No limitations for usage inside the company.

Buy Now



Be a market leader in the competitive Internet market. Drive customer satisfaction and retention with a world-class customer service foundation. The highly competitive Internet market has empowered customers to demand both quality products and world class customer service.  As products become increasingly less differentiated, customer service will distinguish market leaders from market losers.  Does your company have the world class customer service levels required to make it a market leader?  This report will give you key insights to help your company develop world class customer service.

Industries Profiled:
Manufacturing; Medical Device; Pharmaceutical; Energy; Utilities; Aerospace; Financial Services; Electronics; Telecommunications; Newspapers; Service; Banking; Health Care; Insurance; Chemical; Computers; High Tech; Shipping; Distribution; Automobile; Office Equipment; Consumer Products; Publishing; Computer Software; Multiple

Companies Profiled:
3Com; 3M; Acipco; Alagasco; American Airlines; American Express; Analog Devices; Anheuser-Busch; AOL Time Warner; Armstrong Building Products; AT&T; Auburn Citizen; Avis; A.G. Edwards; Bank of America; BankOne; Boeing; Chaparral Steel; Chemical Bank; Cigna; Citigroup; Corning; Daily Oklahoman; Dow; Eastman Chemical; Eaton Corp; EDS; Exxon Mobil; FedEx; Fidelity Investments; Fingerhut; First Chicago Bank; Ford; General Electric; GEIS; GM Volvo; Herman Miller; Honeywell; IBM; Kaiser Permanente; KFC; Louisville Courier-Journal; MBNA; McGraw-Hill; Merix; Michigan Consolidated Gas; Microsoft; Motorola; National Semiconductor; Northwestern Mutual; over 50; over 50 companies profiled; OKI Telecom Data; Oura Oil; Pitney Bowes; Rich Products; Richmond Times-Dispatch; Ritz-Carlton; Saturn; Spectrum Foods; Standard Hotel and Casino; State Farm; StorageTek; Tenneco; The Macon Telegraph; Toyota; TRW; USAA; USDOT; Varian; Verizon; Verizon Wireless; Xerox

Study Snapshot

The Best Practices, LLC systematic research model for world-class service is based on Malcolm Baldrige Quality Award Criteria.  This report is a response to the growing importance of customer service in distinguishing your company from your competitors.  In response to this important trend, Best Practices, LLC launched a study researching the customer service process at over 95 leading companies in over 20 industries.   
Our analysis has identified the effective and innovative practices that top companies use to create superior customer service.  These best practices are divided into four key areas including:  Customer Focus, Human Resource Management, Process Management and Leadership.

Although many resources for improving customer service exist, few have identified the specific practices that enable world-class customer service.  This study delivers both qualitative and quantitative insights that are invaluable to senior executives, directors and managers seeking to improve their customer service processes.  This integrate body of knowledge drawn from over 95 companies is far greater than what any single company has implemented.  It provides a navigational compass  that can guide your company's efforts to create a world-class customer service process.

Key Findings

Remain customer focused to quickly adapt to changing marketing conditions.  Leading customer service companies remain customer focused by capturing and segmenting customer needs and designing products to meet those needs.  After this evaluation and fulfillment process, support is provided throughout the entire sales cycle of purchase, delivery, bill collection and customer inquiries.

  • Implement an excellent human resource program to select and retain valuable employees.  Leading companies nurture effective customer service representatives by developing teamwork systems, rewarding employee excellence and continuously monitoring employee satisfaction.
  • Create a seamless customer service process to remove inefficiencies and reduce cycle times.  Benchmark research shows that companies are using a number of innovative process management techniques to improve their customer service levels.  These techniques include using a balance scorecard to measure performance, implementing knowledge management systems to facilitate learning and communication, and managing vendors to achieve a flexible supply chain.
  • Utilize leadership techniques to ensure that customer service centers are well managed.  Strong leadership is a crucial element in achieving world-class customer service.  Techniques used by effective leaders include:  setting a clear direction that is aligned with business goals, communicating effectively through all levels of the organization, developing and coaching employees and serving as a champion for continuous process improvements.

Table of Contents

Chapter 1: Executive Summary
    •  Purpose
    •  Project Methodology
    •  Report Model and Scope
    •  Key Practice Findings
    •  Research Benchmark Class

Chapter 2: Customer Focus
    •  Practice Index
    •  Guiding the Customer Choice (Choose)
    •  Customer Use of Your Services (Use)
    •  Customer Inquiries, Payment, and Retention (Pay)

Chapter 3: Human Resource Management
    •  Practice Index
    •  Recruit and Select Excellent Employees
    •  Encourage Employee Development
    •  Develop Teamwork Systems
    •  Reward & Recognize Employee Excellence
    •  Measure & Improve Employee Satisfaction

Chapter 4: Process Management
    •  Practice Index
    •  Measure Performance Through A Balanced Scorecard
    •  Manage Process Effectively
    •  Implement Knowledge Management Systems
    •  Manage Suppliers

Chapter 5: Leadership
    •  Practice Index
    •  Leadership System Model
    •  Leadership Project Map
    •  Leadership Best Practice Profile Summary Table
    •  Profile: Overall Leadership
    •  Executive Communications
    •  Profile: CEO Communication Leadership
    •  Mission Statements
    •  Organization Structure Supporting Leadership
    •  CEO Leadership Profile

List of Charts & Exhibits

Customer Retention Process Research Framework
Customer Feedback and Listening Strategies
USAA Customer Profiling and Feedback System
Ritz-Carlton’s Gold Standards
AT&T’s Critical Success Factors for Customer Complaint Handling
The Business Process of Delighting Customers
Eli Lilly’s Candidate Profile System for Regulatory Affairs
KPMG Peat Marwick Recruiting Process
Five Questions to Guide Nominator’s Selection of Candidates
Types of Talent Alliance Members
Intel’s University Partnerships
National Semiconductor Corporation’s Career Opportunities system
The 8-Step Life Themes Recruiting Process
Three Criteria Employed to Determine if Job Candidates Should be Invited to Headquarters for an Interview
Lee Enterprises Six-Step Interviewing Process
Pre-Contract Screening: 90-Day Pre-Contract Program
The Case for Cisco: Cisco Tech
Effective Recruiting at KPMG Peat Marwick
KPMG’s Benchmarking Against Its Competitors
Corning Training Model
AT&T’s CCS’ Short Term and Long Term Human Resources Plans
Corning TPD: Laying out the foundation for Employee Development Excellence
AT&T UCS Performance Measures
Motorola Teams Produce Results
Corning Deploys Teams in all Areas of the Organization
XEL Teams Drive Productivity
The Value of Measurement Management to Corporate Performance
Key Learnings about the Balanced Scorecard and Performance Measurement
Selected Companies Employing the Balanced Scorecard
USAA’s Human Resource Performance Measures
American Express Corporate Scorecard
Mobil Oil Division Balanced Scorecard
US Department of Transportation Balanced Scorecard
Kaiser Permanente Northeast Region Balanced Scorecard
Implement Knowledge Management Systems
Dow Chemical’s Six-Step Process for Managing Intellectual Assets
Knowledge Management Assessment Tool
Best Practice Project Map: Leadership
Leadership Best Practice Summary Table
Executive Communications
CEO Leadership Profiles