Improvingcustomer service in large stock registrar cmpany

ROBLEM The organization was always working under a crisis mode, with managers feeling pressured and "under gun". There was discord and resentment among manager team, which reflected in employees. Re-work and bureaucracy were eminent. Two of managers were at odds with each other, which was evident to employees, and created additional discord. The Customer Service group showed a lack of concern for customers, assuming that it was "OK" to wait in line, be referred to another line, come back another day for certain transactions, etc. Customer were complaining for lack of service and long waiting lines. SOLUTION Management Resources Inc. (MRI) : Facilitated a customer needs analysis and company needs analysis sessions. Conducted focus groups with customers and employees Worked with managers in developing strategic plans and objectives Established work priorities and set specific goals that were deployed throughout organization Initiated a program to aid in replacing undesirable attitudes with positive ones

A Customer complaint management system

Background The company was experiencing an increase in number of customer complaints and an increase in cost of processing them and we were hired to analyze current situation and develop recommendations to increase effectiveness of process of administering and resolving complaints.

Identify Customer Requirements A consultant was assigned to design of customer service systems and complaint processes, and who had done extensive work in QFD (Quality Function Deployment), which is a methodology that analyzes needs of customer and integrates them with company processes to ensure needs are met. The first task was to identify what customers' requirements were for complaint handling and how well customers felt their complaints were resolved. This involved conducting interviews with customers who had filed a recent complaint.Customers were asked to talk about their experience with complaint handling process. The purpose of this exercise was to: determine positive and negative incidents in complaint handling process. determine important information regarding customer's feelings about resolution of his/her complaint identity main reasons for deficiencies in process develop suggestions on how to improve system. Review Existing Complaint Process The review of process started by developing a complaint management questionnaire that was administered to all complaint handlers. This provided a view of complaint handling process across all departments of company and at same time it identified areas for improvement. An operations study was performed on current complaint handling process. A Service plan was developed that detailed complete current process for a customer reporting a complaint to company. A Serviceplan shows a cross sectional view of what is happening to all participants of process at each step. This includes customer, front line personnel, support personnel, other departments, and outside regulatory agencies. With Service plan it is easy to see escalation points and interfaces to other personnel and departments. This is critical information to understand when streamlining a process.