The difference between the customer experience and customer service, customer experience is the result of accumulations of the client's experiences with the organization and its services, products and employees. As long the experience is positive the level of customer loyalty and network marketing will be high, while the customer service is focusing on the methodology, method, style and technology offered by the service or the product and the qualification of the employee to provide them using the resources of the organization according to its culture and objectives.
Therefore, customer experience today is the most important because it is not enough to provide quality services and products to a certain number of customers or a number of times, but the most important is to maintain and sustain the level of quality of the products and services in addition to the after sale services, employees competencies, honor promises by organization standards of the same pattern.
Therefore, companies are now working through strategic human resources to achieve a distinct customer experience through distinguished customer service:
1- Support the culture of customer service in all units and departments of the organization.
2- Align HR strategy with organization strategy and departments to support customer service.
3 - Human resources support the culture and concept of customer service in all jobs and the role played by employees in the organization with internal and external customers.
4. Measuring human resources base on impact on other departments and the organization to achieve the goals and strategy rather than outputs of operations.
5 - Preserve the reputation of the organization and its brand, employees and customers expect ation depends on the brand and they expect the organization to live to its brand reputation.
6 - Human resources architect customer service within the structure of the organization and not exclusively in a sales and marketing department or unit.
7. Encourage and support interdepartmental cooperation to share experiences, information and learning to serve customers.
8 - Reward and appreciate success stories in customer service in the organization and dissemination to the rest of the staff for inspiration.
9 - Granting employees in the front office authority, discretion and decision-making within the framework of the culture of the organization customer service, objectives and strategy.
10 - Develop the emotional intelligence of employees in the organization at all levels.
11 - Choose a role model from organization leaders and front office staff in the distinction of customer service for the rest of the staff.
12 - Incorporate the work in the front office for customer service within the staff training programs to test and consolidate the culture of the organization and its practices in enriching the customer experience.
Strategic HR helps the organization in raising the level of customer service to enrich the positive customer experience and achieve profits, objectives and senior management strategy, this how successful global organization did it.
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