Implementing “Extreme” Customer Service: Sunstone Circuits - Evaluation Engineering, November 2009
by Terry Heilman, Sunstone Circuits
Becoming a customer-focused organization is a gradual and arduous process, but one that may be well worth the effort in terms of driving growth through capturing repeat business and attracting new clientele. Simply enhancing existing customer-service programs can help improve and retain critical business relationships, but to build a solid niche, investing in “extreme” customer service measures may be necessary.
Extreme customer service extends beyond a company’s help center and customer-service representatives. It permeates an entire organization, placing a customer’s needs at the center of each decision from product and service deployment to delivery and beyond.