Customer Service

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Customer service 3
BUSINESS CASE
[cms_separator separator_border_color=”#3cbaea” separator_width=”30″ cms_template=”cms_separator–layout3.php”][cms_dropcap dropcap_content=”A mortgage bank needed to improve its customer service standards by executing strategies to assess customer satisfaction while quickly identifying and resolving customer issues. Their primary focus was to improve their overall customer experience and identify areas of weakness that needed improvement; while better understanding their customers’ needs to serve them better.” border_color=”#3cbaea” bg_color=”#3cbaea” text_color=”#ffffff”]
Solution
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PRESCRIBED SOLUTION: Customer Feedback System

IMPLEMENTATION TIMELINE: 2 Weeks

SKILLS REQUIRED: Process Optimization| System Design| Solution Support

A customer feedback system was designed and setup to allow customers to freely and independently provide feedback about the service received by the company’s customer service agents. Whenever customers interacted with the company’s agents they were instructed to text the keyword RATE followed by a service rating of 1-10, with 10 being the highest, to the feedback center number. There were also printed signs on display in the customer waiting area, encouraging customers to offer their service rating.

The Result
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The client was surprised at the feedback rate as they started the project expecting 10% of their customers to respond with their feedback. Instead they were getting feedback from approximately 40% of the customers they interacted with on a daily basis. Upon receiving the customer’s feedback, the system generated a pie chart of results displaying a real time tally of all entries received; which allowed the service manager to know exactly what customer thought about their service. All persons who rated their service below 7 were contacted to find out what their grouse was and their recommendation for improvement. The customer feedback system became an integral part of maintaining high customer experience standards within the company.

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