By Warren Blanding
A advisor to constructing and working a ecocnomic service-oriented division, with tips about creating a contribution to the corporate final analysis, concentrating on shopper wishes, slicing expenditures whereas expanding potency, and selecting among telecommunications thoughts.
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Extra resources for Customer service operations: the complete guide
In 1987, Harper's Index Book reported that one in five Americans said that they would rather have a tooth pulled than take their car in for repairs. S. newsmagazine, tradepaper, and metropolitan newspaper about the abominable state of customer service in general. " Many were inaccurate and showed little understanding of the complex mechanisms required to deliver consistently good service. Many of the stories left the impression that the fault for the majority of customer service "atrocities" recorded lay with the frontline service givers' lack of training and motivation, when in reality these valuable personnel are rarely the real cause of customer service problems of major consequence.
All the ideas in this book that work for you (and most will) are theirs. The greatest compliment you can pay your fellow professionals who have contributed so heavily to this book is to document your own achievements and share them with others, as they have done through this book and the newsletters I edit. My associates at Customer Service Institute have, as always, been supportive of my efforts and tolerant of the frequently unreasonable demands I place on them. Without themparticularly Leslie Harps, president and operating head of our companythis book could not have been written.
Customer-oriented, state-of-the-art technology. There's a difference between technology whose main function is to reduce the headcount and technology that actually improves service to customers. For example, an ACD (automatic call distributor) system that sequences calls to the next available rep maximizes productivity and minimizes headcount, but it doesn't necessarily provide a level of service comparable to assignment of customer service reps by account or territory. What works well in an application such as airline reservations, for example, may be completely inappropriate in customized software or engineering applications.