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Creating a Service System That's Ready When Unexpected Problems Arise

Audio Files and PDF File Come on Flash Drive
Copyright 2016
Audio & Reference Manual$99.00Add to Cart Add to Cart


Improve the customer experience with a proactive approach. Learn how effective complaint handling gives your organization the edge.Most service systems are in a fire-fighting mode, handling problems after they occur. Preventing and preparing for large surges of contacts is crucial in the service world. The customer experience (CE) has become a top goal for most executives and complaints are one indicator of how an organization is doing. This topic, based on 40 years of research on service and complaint handling, will help you understand the key aspects of an effective, best practice complaint handling system. Further, it will guide you on using complaints as part of a broader, voice of the customer process that really gets things fixed by creating an economic imperative for action. Finally, it will show how the director of service or complaint handling can position themselves to support or actually take over the role of chief customer officer.

Authors

John Goodman, Customer Care Measurement & Consulting LLC

Additional Formats

OnDemand WebinarMore Info