Benchmarking is used to identify the areas in which organisations can improve their customer service by analysing where and how other organisations are outperforming them.
This short article outlines customer care systems based on Kaizen, the Japanese management philosophy.
A good way of identifying how to make improvements to your service is by running a campaign to invite ideas from team members and others in your organisation. Here are some tips on how to do it effectively.
This article demonstrates how complete customer devotion may not always provide the most effective customer care.
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