Improve Customer Service Quality By Designing With Clients In Mind

September 27th, 2011

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I am chronically amazed by brand new facilities that are obviously user-unfriendly. Huge investments of time and money…but who are they conniving it for?!
If you want to improve commuter service quality, every decision desires to be made with clients in mind.

A new airport in the Middle East is an impressive and expensive building. It’s huge, packed with stainless steel and halogen lights and lots of caprice gold.

But it takes six escalators, two affecting sidewalks and 3,446 steps (I counted) to get from the aircraft door to the taxi door at curbside. And no baggage trolleys are provided. This is not the way to improve commuter

service quality!

What were the architects credo about? Size? Grandeur? Physical exercise? Who were they conniving it for?!

A sparkling new hotel opened in a major capital city. There is no absolve signage directing guests from the ballrooms to the restrooms. The few signs that do exist are imprinted in muted gold on dark limestone pillars.

More obvious signage was careful inappropriate for such chic decor. Very stylish, very chic. But who were they conniving it for?! Obviously not to improve commuter service quality.

I accepted a business card with a Realtor’s mailing abode printed in four-point type. That’s very tiny print (less than half the size of these letters!) Graphic designers love tiny type. It’s so trendy, hip and cool. But

it’s absolutely not easy to read and does nothing to improve commuter service quality.

Who Ã¢ and Ã¢ what is a business card for?

I had to argue with the graphics company to print all the access advice in 14 abating type on my stationery. (That’s bigger than these letters.) They said it was “too big, not nice, not sophisticated.” I said it had to

be big to remain legible, even as “a fax of a fax.” I’m more interested in ways to improve commuter service ambiance than increasing sophistication.

Try it with your stationery right now.

Fax a copy of your stationery to a friend, and ask her to fax it back to you. Now you have “a fax of a fax.” It happens a lot in business.

Now look closely at your access information. If you have a 5, 6, 8 or 9 in your telephone number, is that number still easy to read? If the letter “i” or “l” appears in your mailing address, is it easy to characterize clan

letters?

Who designed your stationery? Who approved your stationery? Who is your stationery basically for? Improve commuter service ambiance by for all time remembering who you finally serve.

At a new airline lounge in Hong Kong, a partition of bright glass hangs from the ceiling. My luggage finely brushed next to it as I walked inside. The entire partition shook and several panels came undone.

A staff appendage hurried over and began carefully reassembling the panels. (Thank goodness nothing broke.) I felt was embarrassed and apologized profusely.

“Don’t worry,” she replied calmly. “This happens all the time.” An airport lounge is a heavy traffic area. People are for all time affecting in and out. What were the interior designers thinking? Who were they conniving it

for?!

Key Learning Point To Improve Customer Service Quality

It’s easy to get caught up in conniving new belongings that are “cool” or “elegant” or “hot.” But if you don’t keep your commuter in mind throughout, you might end up with an capital that’s “not.” Keep clients in the

forefront of your mind with every decision and you can improve commuter service quality.

Action Steps To Improve Customer Service Quality

Review your animal surroundings, points of commuter interaction, your product, packaging and procedures.

Find something that might be clearer, more conducive or more “customer-friendly.” And once you find it, fix it to improve commuter service quality. Cheap Logo Design .

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About the Author:

Ron Kaufman is the world’s first instructor and motivator for upgrading commuter service and cheery service culture. He is biographer of the bestselling “UP! Your Service” books and originator of UP! Your Service. To enjoy more commuter service training and service mores articles, visit UpYourService

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