Improvement Initiatives Key to Surviving the Downturn
By: Greg Coleman, Service Strategies Since the start of the global financial downturn, economists have struggled to accurately predict what will unfold over the course of 2009. The outlook continues...
View ArticleDevelop Shock and Awe through Service Recovery
One of the most powerful relationship-building tools available to services organizations comes from a situation most of us dread — screw ups — the installation that never worked or the problem fix that...
View ArticleSometimes it’s Better to Let Customers Hold for Service
In response to this mounting pressure on service levels, it is tempting to introduce call diversion methods to reduce hold times. These include routing customers to voicemail, routing customer to...
View Article
