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.
ReferencesAndreassen, T., 1999. What Drives Customer Loyalty with Complaint Resolution? Journal of Service Research, 1(4), pp.324–332
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