Three Steps to Customer Satisfaction
Customer satisfaction can be such a big task that it’s hard to get your corporate arms around it—especially if you don’t have a large service department. But you can make considerable progress by tackling the major customer gripes that occur. How do you identify them? Mitch Lieber, principal of Lieber & Associates, a call center management, metrics and technology consulting firm in Chicago, offers the following three-step process:
Step 1: Do counts of how many customer service calls get passed up to the president or other high-level corporate officer.
Step
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