Deliver Great Service By Listening and Adapting

Article

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

Quality Progress    Vol. 40    No. 3
QICID: 20909    March 2007    pp. 22-27
List $10.00
Member $5.00

FOR A LIMITED TIME, ACCESS TO THIS CONTENT IS FREE!
You will need to be signed in.
New to ASQ? Register here.

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.

Keywords

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


Browse QIC Articles Chronologically:     Previous Article     Next Article

New Search

Featured advertisers





ASQ is a global community of people passionate about quality, who use the tools, their ideas and expertise to make our world work better. ASQ: The Global Voice of Quality.