Be clear on what is meant by performance improvement
Successful improvement changes require people to do things differently
- Why are we doing this again?
- Why should I take part?
- Why does this matter to my job?
- Why will this help my customers?
- Why are you doing it this way not that way?
Improvement results are driven by knowledge and insight from complaints
- Improvements should target the most painful or inefficient parts of the customers’ experience
- An open and well managed complaints operation quickly exposes real customer dissatisfaction
- Complaints provide clear case study evidence for analysing the root causes of systemic issues
Creating an action plan for service improvement
- Customer experience is a function of your people, their attitudes and your processes
- People make improvement happen and they’ll follow the examples set by their leaders
- An organisation’s customer service is a ‘whole system model’. Changes in one area will have a ripple effect across other areas of your business, ending up in the customer experience.
- Complaints provide you with business insights that identify priorities for improvement, along with the case study data to analyse and address the root cause issues behind them.
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ReferencesAndreassen, T., 1999. What Drives Customer Loyalty with Complaint Resolution? Journal of Service Research, 1(4), pp.324–332
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