|
|
|
|
|
Customer focus is key to the success of a business, but how exactly is such a broad aim achieved? Steve Downton reports.
Getting the focus right - Part 2 | Part 1
An innovative customer-responsive business will anticipate problems, because it can. It will have a complete scorecard of each individual call-out by fault/by engineer/by customer/by process, and it will record and respond to each outcome of that individual service cycle, from call received to call closed.
But when was the last time you owned up to letting someone down, if they didn’t complain? And if you didn’t acknowledge a fault, was it because you did not know that you had let them down, or because you hoped they had not noticed.
More...
If you are not registered with the site, please register now to read the rest of this page.
If you are registered, please sign in to read the rest of this page.
Conspectus 2002
|
Copyright © 2002
|
 |
|
|
|
