Employee Engagement-The missing link in Service Excellence

Paper presented by Moses Ngorima at the 2010 Customer Service and Employee Engagement Conference hosted by PPB Africa and Services Bridges Consulting on 18 October 2010.

But I must explain to you how all this mistaken idea of denouncing pleasure and praising pain was born and I will give you a complete account of the system, and expound the actual teachings of the great explorer of the truth, the master-builder of human happiness. No one rejects, dislikes, or avoids pleasure itself, because it is pleasure, but because those who do not know how to pursue pleasure rationally encounter consequences that are extremely painful. Nor again is there anyone who loves or pursues or desires to obtain pain of itself, because it is pain, but because occasionally circumstances occur in which toil and pain can procure him some great pleasure.

  • Customer experience, which includes the impression the homepage and overall design style give the customers their satisfaction when they interact with the site and perform tasks.
  • Service-level, which looks at responsiveness and reliability of websites – scores them on how quickly they respond to user commands and such factors as average downtime.
  • Best practices, such as ease of use, quality, availability and security – site managers must be compliant with data laws requiring them to protect customer information and the integrity of customer accounts.

 

Leave A Reply