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29 January 2015

Improving service performance : Why complaints hold the key

It’s not breaking news to say that managers responsible for customer service are busy people with quite a lot on their plate. Managing day-to-day service performance in the dynamic, real-time world of customer contact can test the skills of both experienced hands and those new to service leadership.

This is before you’ve even opened your in-box to see the latest LinkedIn article on 5 steps to a better customer experience or answered that invitation from your boss to next week’s leadership strategy day on ‘doing more with less’. Sometimes, it’s not clear exactly where to start with service improvement.

Maybe that article in your reading list about eating elephants?  Or was it the one about getting ducks in a row? Instead, why not take a look at some practical steps to achieving service improvement results and see why complaints fit so well into the picture.