How to run an excellent service team


Service quality is promising to customer and expectation from customer affected by safety, reliability (No breakdown) and dependibility (Can solve problem) etc. which affects customer's reputation and product's consistency. So everything one service team does needs to be customer oriented. And customer oriented behaviors include competitive service benchmark or KPI, do right first time, keep continuous improvement. Especially when customer meets issues, the feedback must be quick and the result must be sustainable. To fulfil it, the root cause must be found and engage the customer in loop on a certain extent. The ultimate strategy is to satisfy customer by world class service performance. And the route is to have the qualified on-time service and solve problem quickly once it happens