Customer Service Management: From Average to Outstanding
This book will focus on the core concepts that help to establish and optimize a successful and comprehensive customer service management based organization.
• The User Experience
• The Processes
• The Platform
The mechanisms that support organizations use to drive towards success.
These mechanisms include:
• Adopting Organizational Change Management as a practice to help define your organization’s goals, and guiding your employees to meeting them with their full support and understanding
• Applying the rigors of Continual Service Improvement (CSI), to ensure that alterations to policy or processes are done so on a fact based, rational manner