Customer complaint groups play a fundamental role in delivering enhanced customer service by resolving complaints and getting customer feedback. However, the complaint groups that support a high volume of customer orders find it increasingly challenging to have an effective structure and resolution processes that provides maximum customer satisfaction.
Best Practices ®, LLC undertook this research to identify service claim resolution benchmarks that will help complaint groups to reduce overall claim volume and cost. Additionally the study also probes key strategies and tactics for translating Voice-of-the-Customer and customer complaint data into business insights and improvements.
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