A holistic approach to improved customer satisfaction.
3/18/2002
Is your customer service department providing satisfactory service? Are your customers being handed off again and again? The authors of Business Process Mapping have created a tool to identify these types of disconnects in businesses. Here they describe a step-by-step approach to analyze processes within your organization. For example, conducting workflow surveys of people along the service chain can be helpful for understanding how effectively people perform their jobs. This can identify weakness in your service process and find out why customers don't receive the service they desire. Use this book for detailed examples, and concrete ideas about how to make customer service more efficient.