Reduce response lead times and improve quality.
As consumers, we’ve all had to deal with an absurd customer service situation where a company has us waiting on hold for an eternity or we’re transferred from department to department to department in an attempt to have a question answered, obtain some information or to get some help. This certainly isn’t excellent customer care.
In the search for productivity gains and lower costs, organizations have de-emphasized, outsourced and generally downgraded their customer service functions, leading to a poor customer experience for anyone seeking customer support.
What good does it do to drive waste out of the production and administrative processes if the customer service function is driving customers to the brink of insanity?
In today’s hyper-competitive business environment, it is important for organizations to re-establish customer relations, redefine customer-driven processes and restore service quality as a core priority. For that, it is necessary to review performance indicators at all levels, continuously challenge the nature of the service provided, train staff and create an organization that learns from its mistakes and from every interaction with its customers. This will lead to company success.
We can assist you in the development of a customer-driven service strategy by helping you to redefine the customer experience and process interaction points, and by focusing the entire organization on rethinking service-level needs that will delight customers all the time.