One of the few certainties in this world is that customers will always expect more from their service providers, and that whether they remain customers depends greatly on whether that expectation is met.
And it isn’t just customers whose expectations are rising. Employees have witnessed what modern technology can do to enhance internal services and processes and may be quietly asking why these innovations haven’t been brought into their own workplaces.
For service-based organisations – and service functions in any organisation – the need today is to be constantly striving to improve service quality.
