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Continual Service Innovation – Using Surveys & Metrics to improve Service Delivery
The term innovation can be defined as something original and new. Has the way we deliver customer service changed in the last 50 years? Delivering service with a smile and a positive attitude hasn’t changed but what about the data used to improve service? Many organizations have numerous reports and data but lack the innovation to make simple changes to affect results. Survey results are a great tool but what are you doing with them? Are you using the results to create an action plan? What metrics do you use to help build your case for positive change? In this session Eddie will share with you useful methods to improve the quality of your service delivery on a continual basis. Key takeaways include; survey questions, actions based on results, metrics and templates.