The recently published book “Value Moments”™ by Robert Keay explains in detail the process and benefits of having a fast feedback service quality measurement system in place which enables the organisation to maintain its Policies and Processes in tune with its customers’ current expectations on a day by day basis and thereby achieve a higher level of satisfaction and enjoy the commercial benefits that ensue from sustained customer loyalty. The customer being the only source of revenue for any organisation.

This post reports on a sample of Value Moments™ experienced recently and leave the reader to consider the degree to which the information could be useful or not in the development or reinforcement of their service quality policy.

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Recently launched at the UAE Customer Service Week is a book introducing a new concept to the field of measurement. This concept enables organisations to hone in on what really matters to customers and develop simple research programmes to capture their performance against these key values.

Value Moments drives through the key message understanding what is important to the customer and what ultimately drives value. Complementing the overall TICSI philosophy, this new method of measurement should be incorporated into each and every TICSS implementation.

For more information on how to pick up a copy of this book please contact Ethos Consultancy, our TICSI Middle East Partners.

In how many of the 5 P’s does this hotel excel?

It was 1030 in the evening and my taxi had delivered me from the Gare du Nord to my hotel.

I was immediately impressed by the peeling paint just inside the door but reassured as quickly, by the polythene covered carpet, that a refurbishment was imminent as was my doing a very passable impression of the final moments of an ice dancer’s finishing flourish on discovering that the protective flooring was not anti-slip.

The check in was fairly straightforward and conducted with Gallic brevity apart from the administrative necessity to provide ten times the personal data required by any other country.

The elevator was a unique boutique design made for one person but not for one person and their luggage however the application of some contortionism skills that would have impressed Norman Wisdom in his hey day helped me make it to my room where the next use of the same skills helped me and my luggage make it through the snugly fitting airlock doors, clearly an inspiration for space shuttle design, into the room.

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Can there be such a thing as a self sustaining service culture?

There are many truths in the commercial world but few more central to observed organisational behaviour than the view that

“What the boss believes is important is important!”

So if the boss believes that something, in this case service quality, is important does that mean that the organisation will automatically achieve standards of excellence in service quality delivery and all their customers will be rendered sockless by their experiences? Unfortunately there is no such guarantee attached to the packaging of a belief but it does mean that the organisation has a much greater chance of success than if the boss treats the issue with an air of supreme indifference.

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The International Customer Service Institute is running a regular Q&A session with internationally recognised service quality experts. These sessions will be periodically published on the TICSI site in the Learning Section and the objective is to share knowledge, ideas and opinions on international best practice. Please feel free to contact the Institute should you be interested in participating and we would be delighted if you would share your opinion with us on the blog.

To keep up with our Q&A sessions please sign up for the TICSI newsletter or visit our Learning Section.