Question

Difference between total quality management and business process reengineering

Answer 1

Some of the more complicated customer service issues imply a second interaction. It may happen that the customer was served perfectly well during the first one, but when his issue is escalated to another person, or he gets in touch with another team member during a second interaction, he experiences disappointment. The need to explain the issue a second or third time, or sometimes different answers, different interpretations of the company policy given by agents, can greatly diminish customer experience.

Make sure that your team is strong and gives consistent experience to the customer. All members of the team should work in cooperation, every link of the chain supporting the next one. Unite your people by inspiring them to give their best to clients.