Keys To Service Quality

Service quality is no longer the domain of sales and customer service-- it's everywhere customer satisfaction and retention is impacted.

Where can breakdowns in service quality occur?

In Your Business Infrastructure

• Systems and networks require high availability
• Real-time monitoring and communications are crucial
• End-to-end control and visibility of operations are imperative

With Personnel Staffing

• A high mix of part/full-time personnel is required over an extended work day
• Little information/feedback exists on what field personnel are doing. Higher skilled staff is bogged down in excessive paperwork or low-value tasks
• Having the right person, doing the right work, at the right time is important to customer satisfaction

In Sales/Customer Service

• Projects have loads of detail and rife with change
• Collaboration needed among people in different functional areas
• Customer orders are lengthy and complex

At the Point of Service Delivery

• Online ordering, registration, and service self-provisioning
• A personal service is being performed (cleaning, health care, housekeeping, chore services, plumbing)
• Trouble tickets, truck rolls, or support calls are expensive
• Data entry/data capture is manual or prone to error
• Any electronic interface with a customer- web site, email, interactive voice response (IVR), or speech recognition.