Nike said it best..."Just do it" another popular one is "Show me, don't tell me"
So many companies talk about "Customer Satisfaction" and have added CQO (Chief Quality Officer) positions. The proof is on the front lines, how is the customer experience when you call them ? Can you understand the agent ? are they reading from a canned script ? are they making you more frustrated than you were before you called ?
anyone have any stories ?
About Me
- Rick's BLOG
- I actually know what an Erlang study is !!! wow that is pre equal access telecom talk :) I have designed and built global WANs, LANs and call centers. I have also worked on the Human Capital aspect... how are we going to staff this stuff and make it all work and sustain a quality product. Everyone has a customer, either a business unit you support,clients you need to keep or maybe a senior management team that needs to know that you are keeping the lights on. I love to look at the pieces involved and see how they can be tweaked to deliver endless satisfaction and 5 star ratings !
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