{"id":274,"date":"2014-03-17T21:29:24","date_gmt":"2014-03-17T21:29:24","guid":{"rendered":"http:\/\/www.imperialcrs.com\/blog\/?p=274"},"modified":"2022-02-22T15:38:17","modified_gmt":"2022-02-22T15:38:17","slug":"3-keys-to-service-excellence-customer-satisfaction","status":"publish","type":"post","link":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/","title":{"rendered":"3 Keys to Service Excellence and Customer Satisfaction"},"content":{"rendered":"

Service organizations are more aware than ever of the cost of replacing an unhappy customer.\u00a0We\u2019ve all seen the statistics, an unhappy customer will, on average, tell 10 others about their unsatisfactory experience.\u00a0In today\u2019s competitive environment, it\u2019s more important than ever to work continuously on making the customer experience exceptional.\u00a0 Introducing concepts like Quality Management, Theory of Constraints, Lean, and Six Sigma into a service environment can bring dramatic improvements in how organizations perform.<\/span><\/p>\n

I\u2019d like to talk about three of the most common tools in this blog.<\/p>\n

1. Time and information mapping (aka Value Stream Mapping)<\/strong> can help uncover hidden wastes in a process that create delays and add cost. Let\u2019s consider a common activity like proposal creation.\u00a0Identifying delays due to missing or inaccurate specifications, a support service that\u2019s needed but requires time to propose, or internal approvals for someone on vacation are examples of delays that mapping should discover. Getting the right information, at the right time, to the right people is at the root of what mapping is all about.<\/p>\n

2. Visual Workplace<\/strong> is a Lean tool that can help a multi-step process.\u00a0Simple systems like color-coded files placed in slots allow for at-a-glance identification of both the kind of work and the backlog within a workspace.\u00a0Visual Workplace for associates performing similar operations allows a supervisor or manager to walk through and gauge the volume of work in a department.\u00a0That visual assessment can quickly alert a supervisor who needs to make decisions about resource allocation or the need for extra hours.<\/p>\n

3. Standardized work instruction<\/strong> is very helpful in a service setting. Best practice identification, documentation and training can be applied to all kinds of service-related activities.\u00a0Project follow-up, email management, customer service inquiries, and phone technique are all examples of activities that can be standardized. That standardization isn\u2019t meant to take personal touch away, but instead to ensure the best possible outcome has been identified and that the customer experience is exceptional.<\/p>\n

Introducing Continuous Improvement (CI) into service areas isn\u2019t always easy, and missteps can occur, but rarely because the tools were ineffective.\u00a0The two most common reasons CI initiatives fail in any setting are scope creep and lack of management support.\u00a0With that support and the commitment to the process, great things are possible.\u00a0The ability to successfully implement CI into a service organization can mean the difference between a satisfied customer, or 10 people hearing about a bad experience.<\/p>\n","protected":false},"excerpt":{"rendered":"

Service organizations are more aware than ever of the cost of replacing an unhappy customer.\u00a0We\u2019ve all seen the statistics, an unhappy customer will, on average, tell 10 others about their unsatisfactory experience.\u00a0In today\u2019s competitive environment, it\u2019s more important than ever to work continuously on making…<\/p>\n","protected":false},"author":15,"featured_media":69776,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[22,41],"tags":[50,107,108,109,110,111,112,113],"class_list":["post-274","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-business-insights","category-imperial-graphics","tag-clinical-trials","tag-continuous-improvement","tag-customer-satisfaction","tag-customer-service","tag-quality-control","tag-standardized-work-instruction","tag-value-stream-mapping","tag-visual-workplace"],"acf":[],"yoast_head":"\n3 Keys to Service Excellence and Customer Satisfaction - Imperial Clinical Research Services Blog<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"3 Keys to Service Excellence and Customer Satisfaction - Imperial Clinical Research Services Blog\" \/>\n<meta property=\"og:description\" content=\"Service organizations are more aware than ever of the cost of replacing an unhappy customer.\u00a0We\u2019ve all seen the statistics, an unhappy customer will, on average, tell 10 others about their unsatisfactory experience.\u00a0In today\u2019s competitive environment, it\u2019s more important than ever to work continuously on making…\" \/>\n<meta property=\"og:url\" content=\"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/\" \/>\n<meta property=\"og:site_name\" content=\"Imperial Clinical Research Services Blog\" \/>\n<meta property=\"article:published_time\" content=\"2014-03-17T21:29:24+00:00\" \/>\n<meta property=\"article:modified_time\" content=\"2022-02-22T15:38:17+00:00\" \/>\n<meta property=\"og:image\" content=\"https:\/\/www.imperialcrs.com\/blog\/wp-content\/uploads\/2014\/03\/Service-Excellence-and-Customer-Satisfaction.jpg\" \/>\n\t<meta property=\"og:image:width\" content=\"800\" \/>\n\t<meta property=\"og:image:height\" content=\"681\" \/>\n\t<meta property=\"og:image:type\" content=\"image\/jpeg\" \/>\n<meta name=\"author\" content=\"Hope Cullen\" \/>\n<meta name=\"twitter:card\" content=\"summary_large_image\" \/>\n<meta name=\"twitter:label1\" content=\"Written by\" \/>\n\t<meta name=\"twitter:data1\" content=\"Hope Cullen\" \/>\n\t<meta name=\"twitter:label2\" content=\"Est. reading time\" \/>\n\t<meta name=\"twitter:data2\" content=\"2 minutes\" \/>\n<script type=\"application\/ld+json\" class=\"yoast-schema-graph\">{\"@context\":\"https:\\\/\\\/schema.org\",\"@graph\":[{\"@type\":\"Article\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#article\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/\"},\"author\":{\"name\":\"Hope Cullen\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/#\\\/schema\\\/person\\\/f5ea4756270af4e61cd5b2f9624a9907\"},\"headline\":\"3 Keys to Service Excellence and Customer Satisfaction\",\"datePublished\":\"2014-03-17T21:29:24+00:00\",\"dateModified\":\"2022-02-22T15:38:17+00:00\",\"mainEntityOfPage\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/\"},\"wordCount\":419,\"commentCount\":0,\"image\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/wp-content\\\/uploads\\\/2014\\\/03\\\/Service-Excellence-and-Customer-Satisfaction.jpg\",\"keywords\":[\"Clinical Trials\",\"Continuous Improvement\",\"Customer Satisfaction\",\"Customer Service\",\"Quality Control\",\"Standardized Work Instruction\",\"Value Stream Mapping\",\"Visual Workplace\"],\"articleSection\":[\"Business Insights\",\"Site Materials & Logistics\"],\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"CommentAction\",\"name\":\"Comment\",\"target\":[\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#respond\"]}]},{\"@type\":\"WebPage\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/\",\"url\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/\",\"name\":\"3 Keys to Service Excellence and Customer Satisfaction - Imperial Clinical Research Services Blog\",\"isPartOf\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/#website\"},\"primaryImageOfPage\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#primaryimage\"},\"image\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#primaryimage\"},\"thumbnailUrl\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/wp-content\\\/uploads\\\/2014\\\/03\\\/Service-Excellence-and-Customer-Satisfaction.jpg\",\"datePublished\":\"2014-03-17T21:29:24+00:00\",\"dateModified\":\"2022-02-22T15:38:17+00:00\",\"author\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/#\\\/schema\\\/person\\\/f5ea4756270af4e61cd5b2f9624a9907\"},\"breadcrumb\":{\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#breadcrumb\"},\"inLanguage\":\"en-US\",\"potentialAction\":[{\"@type\":\"ReadAction\",\"target\":[\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/\"]}]},{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#primaryimage\",\"url\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/wp-content\\\/uploads\\\/2014\\\/03\\\/Service-Excellence-and-Customer-Satisfaction.jpg\",\"contentUrl\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/wp-content\\\/uploads\\\/2014\\\/03\\\/Service-Excellence-and-Customer-Satisfaction.jpg\",\"width\":800,\"height\":681,\"caption\":\"Businessman holding five star rating Review increase rating or ranking, evaluation and classification concept\"},{\"@type\":\"BreadcrumbList\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/business-insights\\\/3-keys-to-service-excellence-customer-satisfaction\\\/#breadcrumb\",\"itemListElement\":[{\"@type\":\"ListItem\",\"position\":1,\"name\":\"Home\",\"item\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/\"},{\"@type\":\"ListItem\",\"position\":2,\"name\":\"3 Keys to Service Excellence and Customer Satisfaction\"}]},{\"@type\":\"WebSite\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/#website\",\"url\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/\",\"name\":\"Imperial Clinical Research Services Blog\",\"description\":\"\",\"potentialAction\":[{\"@type\":\"SearchAction\",\"target\":{\"@type\":\"EntryPoint\",\"urlTemplate\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/?s={search_term_string}\"},\"query-input\":{\"@type\":\"PropertyValueSpecification\",\"valueRequired\":true,\"valueName\":\"search_term_string\"}}],\"inLanguage\":\"en-US\"},{\"@type\":\"Person\",\"@id\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/#\\\/schema\\\/person\\\/f5ea4756270af4e61cd5b2f9624a9907\",\"name\":\"Hope Cullen\",\"image\":{\"@type\":\"ImageObject\",\"inLanguage\":\"en-US\",\"@id\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/95283400932bb2ba8a9c319f1e68c46a5d7b01869610a28fa8233a1e6c7bde70?s=96&d=mm&r=g\",\"url\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/95283400932bb2ba8a9c319f1e68c46a5d7b01869610a28fa8233a1e6c7bde70?s=96&d=mm&r=g\",\"contentUrl\":\"https:\\\/\\\/secure.gravatar.com\\\/avatar\\\/95283400932bb2ba8a9c319f1e68c46a5d7b01869610a28fa8233a1e6c7bde70?s=96&d=mm&r=g\",\"caption\":\"Hope Cullen\"},\"description\":\"Hope is director of project operations, Imperial Clinical Research Services. She has been with Imperial since 2007, and started as a project manager. In her current role, she leads a team of 11 project managers and coordinators to provide production, procurement, assembly, and logistics services for client study materials in support of global clinical trials. She also oversees client interaction, workload management, work processes and improvements, and revenue growth through customer service and relationship development efforts.\",\"url\":\"https:\\\/\\\/www.imperialcrs.com\\\/blog\\\/author\\\/hcullen\\\/\"}]}<\/script>\n<!-- \/ Yoast SEO plugin. -->","yoast_head_json":{"title":"3 Keys to Service Excellence and Customer Satisfaction - Imperial Clinical Research Services Blog","robots":{"index":"index","follow":"follow","max-snippet":"max-snippet:-1","max-image-preview":"max-image-preview:large","max-video-preview":"max-video-preview:-1"},"canonical":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/","og_locale":"en_US","og_type":"article","og_title":"3 Keys to Service Excellence and Customer Satisfaction - Imperial Clinical Research Services Blog","og_description":"Service organizations are more aware than ever of the cost of replacing an unhappy customer.\u00a0We\u2019ve all seen the statistics, an unhappy customer will, on average, tell 10 others about their unsatisfactory experience.\u00a0In today\u2019s competitive environment, it\u2019s more important than ever to work continuously on making…","og_url":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/","og_site_name":"Imperial Clinical Research Services Blog","article_published_time":"2014-03-17T21:29:24+00:00","article_modified_time":"2022-02-22T15:38:17+00:00","og_image":[{"width":800,"height":681,"url":"https:\/\/www.imperialcrs.com\/blog\/wp-content\/uploads\/2014\/03\/Service-Excellence-and-Customer-Satisfaction.jpg","type":"image\/jpeg"}],"author":"Hope Cullen","twitter_card":"summary_large_image","twitter_misc":{"Written by":"Hope Cullen","Est. reading time":"2 minutes"},"schema":{"@context":"https:\/\/schema.org","@graph":[{"@type":"Article","@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#article","isPartOf":{"@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/"},"author":{"name":"Hope Cullen","@id":"https:\/\/www.imperialcrs.com\/blog\/#\/schema\/person\/f5ea4756270af4e61cd5b2f9624a9907"},"headline":"3 Keys to Service Excellence and Customer Satisfaction","datePublished":"2014-03-17T21:29:24+00:00","dateModified":"2022-02-22T15:38:17+00:00","mainEntityOfPage":{"@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/"},"wordCount":419,"commentCount":0,"image":{"@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#primaryimage"},"thumbnailUrl":"https:\/\/www.imperialcrs.com\/blog\/wp-content\/uploads\/2014\/03\/Service-Excellence-and-Customer-Satisfaction.jpg","keywords":["Clinical Trials","Continuous Improvement","Customer Satisfaction","Customer Service","Quality Control","Standardized Work Instruction","Value Stream Mapping","Visual Workplace"],"articleSection":["Business Insights","Site Materials & Logistics"],"inLanguage":"en-US","potentialAction":[{"@type":"CommentAction","name":"Comment","target":["https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#respond"]}]},{"@type":"WebPage","@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/","url":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/","name":"3 Keys to Service Excellence and Customer Satisfaction - Imperial Clinical Research Services Blog","isPartOf":{"@id":"https:\/\/www.imperialcrs.com\/blog\/#website"},"primaryImageOfPage":{"@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#primaryimage"},"image":{"@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#primaryimage"},"thumbnailUrl":"https:\/\/www.imperialcrs.com\/blog\/wp-content\/uploads\/2014\/03\/Service-Excellence-and-Customer-Satisfaction.jpg","datePublished":"2014-03-17T21:29:24+00:00","dateModified":"2022-02-22T15:38:17+00:00","author":{"@id":"https:\/\/www.imperialcrs.com\/blog\/#\/schema\/person\/f5ea4756270af4e61cd5b2f9624a9907"},"breadcrumb":{"@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#breadcrumb"},"inLanguage":"en-US","potentialAction":[{"@type":"ReadAction","target":["https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/"]}]},{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#primaryimage","url":"https:\/\/www.imperialcrs.com\/blog\/wp-content\/uploads\/2014\/03\/Service-Excellence-and-Customer-Satisfaction.jpg","contentUrl":"https:\/\/www.imperialcrs.com\/blog\/wp-content\/uploads\/2014\/03\/Service-Excellence-and-Customer-Satisfaction.jpg","width":800,"height":681,"caption":"Businessman holding five star rating Review increase rating or ranking, evaluation and classification concept"},{"@type":"BreadcrumbList","@id":"https:\/\/www.imperialcrs.com\/blog\/business-insights\/3-keys-to-service-excellence-customer-satisfaction\/#breadcrumb","itemListElement":[{"@type":"ListItem","position":1,"name":"Home","item":"https:\/\/www.imperialcrs.com\/blog\/"},{"@type":"ListItem","position":2,"name":"3 Keys to Service Excellence and Customer Satisfaction"}]},{"@type":"WebSite","@id":"https:\/\/www.imperialcrs.com\/blog\/#website","url":"https:\/\/www.imperialcrs.com\/blog\/","name":"Imperial Clinical Research Services Blog","description":"","potentialAction":[{"@type":"SearchAction","target":{"@type":"EntryPoint","urlTemplate":"https:\/\/www.imperialcrs.com\/blog\/?s={search_term_string}"},"query-input":{"@type":"PropertyValueSpecification","valueRequired":true,"valueName":"search_term_string"}}],"inLanguage":"en-US"},{"@type":"Person","@id":"https:\/\/www.imperialcrs.com\/blog\/#\/schema\/person\/f5ea4756270af4e61cd5b2f9624a9907","name":"Hope Cullen","image":{"@type":"ImageObject","inLanguage":"en-US","@id":"https:\/\/secure.gravatar.com\/avatar\/95283400932bb2ba8a9c319f1e68c46a5d7b01869610a28fa8233a1e6c7bde70?s=96&d=mm&r=g","url":"https:\/\/secure.gravatar.com\/avatar\/95283400932bb2ba8a9c319f1e68c46a5d7b01869610a28fa8233a1e6c7bde70?s=96&d=mm&r=g","contentUrl":"https:\/\/secure.gravatar.com\/avatar\/95283400932bb2ba8a9c319f1e68c46a5d7b01869610a28fa8233a1e6c7bde70?s=96&d=mm&r=g","caption":"Hope Cullen"},"description":"Hope is director of project operations, Imperial Clinical Research Services. She has been with Imperial since 2007, and started as a project manager. In her current role, she leads a team of 11 project managers and coordinators to provide production, procurement, assembly, and logistics services for client study materials in support of global clinical trials. She also oversees client interaction, workload management, work processes and improvements, and revenue growth through customer service and relationship development efforts.","url":"https:\/\/www.imperialcrs.com\/blog\/author\/hcullen\/"}]}},"_links":{"self":[{"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/posts\/274","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/users\/15"}],"replies":[{"embeddable":true,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/comments?post=274"}],"version-history":[{"count":1,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/posts\/274\/revisions"}],"predecessor-version":[{"id":69777,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/posts\/274\/revisions\/69777"}],"wp:featuredmedia":[{"embeddable":true,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/media\/69776"}],"wp:attachment":[{"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/media?parent=274"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/categories?post=274"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.imperialcrs.com\/blog\/wp-json\/wp\/v2\/tags?post=274"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}