Continuous improvement
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Many organisations try to keep ahead of competitors by providing better customer service. If competitors also do this, organisations have to keep improving their customer service to stay ahead. So the process of continuous improvement helps organisations to make sure this happens as a matter of routine.
Customer service is delivered and customer feedback is collected. The customer feedback is used to measure customer expectations and customer satisfaction.
The information from the customer feedback is used to find ways of improving the customer service and changes are made.
Customer service is delivered in a new and improved way and the cycle starts again.
Front line staff and support staff are both involved in continuous improvement but they must have the authority to make the changes that are needed for the improvements.
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