Paul Clark, the CEO of Charter UK which is the foremost provider of Enterprise Complaint and Feedback Management software to the World’s leading companies, has recently posted 10 key areas which impact how good your customer service is in this latest post at the callcentrehelper.com blog. Here they are:
1. Effective customer intelligence
2. Have faith in your front line customer service staff
3. Understand how customers think
4. Work for and with people who believe in service excellence
5. Master the art of organisation design
6. Make the link to the bottom line
7. Make everything a little better every day
8. Understand that the future will be different
9. Learn from your mistakes
10. Make things easier for customers
Personally, I think #9 learning from your mistakes is the most important. Companies must not only learn from their mistakes, but accept that will not make the right decision each and every time. Do you agree?
Take some time to view the whole post here.
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