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HBOK 1-487

Title Deliver Great Service By Listening and Adapting
Author(s) John Goodman and Crystal D. Collier
Source Quality Progress
Topic Listening to Customers
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, realize bottom-line implications of VOC identified issues, and have 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.
Access Restrictions ASQ members and journal subscribers
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Reference Code 1-487

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