Michigan Checklist - Sustaining A Customer Service Initiative

State:
Multi-State
Control #:
US-04085BG
Format:
Word; 
Rich Text
Instant download

Description

Many customer service improvement initiatives fail to produce sustained results. Failure is usually not due to a lack of creativity or resources. Failure is most often the result of a lack of long-term commitment to the hard work that sustainability requires. The "launch" phase of an improvement initiative can be challenging, but it is also energizing. Top management is involved in the launch, frontline employees join improvement teams, and service communication abounds. This does not last however. Both management and the employees they supervise lose interest. The purpose of this form is to provide principles and processes for achieving long-term success.

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Service providers leverage technology, training, and feedback to deliver quality service. Technology streamlines processes and enhances customer interaction, making it easier for clients to access services. Training equips staff with the skills they need to engage customers effectively. Feedback allows service organizations to identify areas for improvement, solidifying the principles outlined in the Michigan Checklist - Sustaining A Customer Service Initiative.

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Michigan Checklist - Sustaining A Customer Service Initiative