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Training and exposure to important customer service and cycle concepts is essential. Make sure your people understand the impact of negative customer experiences. Explain the soft and hard impacts. The intangibles can often get lost or missed when technical people are involved.
The office culture can be one of the most difficult areas to foster change. It is important to secure commitment from the highest levels of your organization. Doing so will give you the psychological and financial support to fulfill your goals.
Joel
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