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Published on 09 November 2017
These aren’t all easy to do, but they are worthwhile. Holding our nerve when firefighting or being asked to look at cost savings and ensuring that we continue to deliver the same support and engagement throughout shows that we trust our colleagues. This trust is what we can then convert in to the mechanism that provides a rich source of feedback. It can be used to develop a powerful Continuous Improvement system, aligning customer satisfaction scores, complaints data to colleague input allowing us to find and focus on reducing or removing customer experience detractors.
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Author: Pete Dunn, Former Customer Contact Specialist, The Forum
Date Published: 09/11/2017
Author: Leanne McNamee
Categories: Library, Quality & Customer Experience