Most people probably don’t think too much about their cars on a daily basis — unless he or she happens to be a real car enthusiast, of course.
But for the vast majority of buyers, a car is simply an appliance. And, like the toaster or blender sitting on your kitchen counter, cars don’t tend to take up a lot of space in their owners’ brains. That is, until the car somehow breaks.
The thing is, despite recent high-profile recalls, on the whole, cars are more reliable than ever before. That’s because car makers have begun to master a key step in automobile manufacturing: quality control. In any industry, quality control is a process that’s used to insure that a product is free from bugs, operational issues and any number of other problems you can think of. In auto manufacturing, that means cars go through rigorous testing to make sure they’re well-engineered, safe and comfortable.
Your members of staff are the key to delivering top-notch customer service. In the fifth part of his series on customer experience, consultant Andrew McMillan explains why recruiting the right staff is vital
Establishing the right recruitment strategy is essential in order to create a defined customer experience and positive internal culture. Ideally, businesses need to bring existing staff into line with the business culture and customer service goals and use the same parameters to inform future recruitment.
You don’t want new recruits “tarnished” by negative behaviour that may exist in the business and likewise you don’t want the existing employees to be working to develop a culture that their newest colleagues don’t seem to support.