Deliver Great Service By Listening and Adapting


Goodman, John; Collier, Crystal D.   (ASQ)   TARP Worldwide

Quality Progress    Vol. 40    No. 3
QICID: 20909    March 2007    pp. 22-27
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Article Abstract

The customer service systems of most companies worldwide are seldom adaptable enough to handle diverse situations. To avoid giving customers the impression that their contacts are a waste of time, an organization must have an actionable voice of the customer (VOC), and link that VOC to a service process that is adaptable to each customer's situation. To become world class in customer service, an organization must achieve integration of multiple VOC data sources, realization of bottom-line implications of VOC identified issues, and the ability to translate data into targets and actionable recommendations. A system that adapts to customer needs requires a stable workforce, the organizational structure to support customer experience initiatives, the right tools and training for customer service representatives to meet customer issues, and an effective communications infrastructure. Sidebar articles depict specific examples of customer dissatisfaction.


Customer focus, Voice of the customer (VOC), Customer requirements, Customer satisfaction (CS), Customer service, Customer loyalty, Workforce training

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