End-user best practice: DSM's customer service manifesto

White paper & report | 29 July 2011

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Author: John Hall

The DSM Business Support manifesto explains what customer satisfaction means to the shared services centres, what customers can expect from the service they receive, and includes useful tips and resources.

The foreword by John Hall, Senior Vice President, DSM Business Support and sharedserviceslink.com advisory board member, says:

"As we continue to consolidate and become One DBS for One DSM, I am increasingly excited about our ability to deliver outstanding service. Customer focus is our number one priority, and I know that we have the potential to differentiate ourselves from external suppliers by leveraging our DSM knowledge and through our ability to understand and anticipate the needs of our customers. By providing value-added business support, we can demonstrate that we are flexible, responsive, professional and commercially-minded.

This booklet has been put together for DBS and our customers to challenge and expand thinking about what customer service excellence really means. It provides useful insights into ways of working that will enable us to achieve our mission of having fully satisfied customers."

We are delighted to be able to share this document with sharedserviceslink.com members. We consider it best practice and know it will be useful to all leaders in finance shared services.

If you have materials you think would be useful to share with your peers, contact sandra@sharedserviceslink.com