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    Best Practices in New-Customer Service : an APQC White Paper

     
    http://www.apqc.org/free/whitepapers/dispWhitePaper.cfm?ProductID=668
    Building strong customer relationships from the start
    2/29/2000
    New customers - customers with no reason to be loyal until a company gives them one - are the focus of this white paper, based on a benchmarking study performed by the American Productivity & Quality Center (APQC) for Entergy Corporation. At the heart of the best practices listed here are empowered customer service agents, with empowerment built on a foundation of communications and feedback, training, technology tools, and compensation, rewards and recognition. Customer satisfaction and employee satisfaction are inherently linked, in the eyes of the best-practice companies interviewed for the study, and, they believe, an emphasis on the human factor is the only way of assuring that strong customer relationships begin with the customer's first communication with the company.
    Originally reviewed in Harvard Management Update's "Web Sites for Managers."
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