Improvingcustomer service in large stock registrar cmpanyWritten by Jose Sanchez
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Conducted a Team Building workshop for managers Conducted a Customer Service session for Customer Service group RESULTS Results became very visible: Sensitivity to customer increased throughout organization, not only at management level but particularly in customer representatives. The management team became more cohesive and learned to respect each other’s opinions and reach consensus on departmental issues. The managers in conflict learned to work with each other, which resulted in improved cooperation and better service to customer. Their two departments became more productive and morale improved. The attitudes of all involved showed considerable improvement. Many customers expressed satisfaction to new corteous and speedy manner they were treated. Managers became more confident and allowed room for initiative from their employees. This resulted in process improvements and increased customer satisfaction due to reduced bureaucracy. The "empowered" employees were more satisfied and productive.
Managing parner, Management Resources, Inc
| | A Customer complaint management systemWritten by Jose Sanchez
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Other aspects of process were analyzed, such as where do customers call first to report a complaint, how do they find number to call, and how many calls did they have to make before complaint was resolved. Analysis of Complaint Data A complete analysis of complaint data for past four years was conducted. Starting at beginning of this process, a review was conducted of what information was being captured from interaction between complaint handler and customer. The review continued by investigating how complaint data itself was captured and logged into a complaint database.We also looked at what types of reports were generated from complaint data and frequency of distribution. We also analyzed claims data, searching for potential causes for claims and trend and frequency of claims. The data revealed certain tendencies that indicate that a new method for administration of claims would have positive effects. Recommendations Aa synthesis was developed of analysis, investigations, and review of activities associated with claims process in holding company. Based on this, several recommendations emerged which were customized to specific needs of each of subsidiaries. The recommendations included: establish a Centralized Center negotiate with regulatory agencies in various states so they can direct customers with complaints to Center establish stronger links with service recovery process and Center establish diagnostic activities to prevent future complaints implement prevention planning establish targets for complaint reductions The new system for administration and resolution of complaints has resulted in: more effective and timely resolution of customers' complaints focus on prevention and avoidance of recurring problems integration of different work units involved in claims process reduction of costs associated with handling of claims increased customer satisfaction
Managing Partner, Management Resources, Inc. VP Fortune 500
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