Increasing Customer Satisfaction While Decreasing Employee Workload

B

biboy2012

#1
How is it possible to increase customer satisfaction at the same time decrease employee workload?

Thanks!
 
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qusys

Trusted Information Resource
#2
How is it possible to increase customer satisfaction at the same time decrease employee workload?

Thanks!
I think through:
improving your process, eliminating not value added activities and focusing what what is really merits attention,
working in balance on both important and urgent topics,
working taking priorities that come from a right collection and data analysis, taking decision on objective data and not feelings.:bigwave:
 

somashekar

Staff member
Super Moderator
#4
How is it possible to increase customer satisfaction at the same time decrease employee workload?

Thanks!
Use technology effectively...
Technology that works for your requirement...
So understand your requirements very well, and how and which technology will help address these requirements.
Remember that timely and correct communication to customer is a big key to customer satisfaction.
 

Steve Prevette

Deming Disciple
Staff member
Super Moderator
#5
A critical question is - how well do you understand what drives customer satisfaction (and dissatisfaction)? There are probably many tasks being done by employees that have no impact on customer satistfaction. And there are probably some critical areas that do have impact that with a minor expenditure of additional resources there, could allow reductions from other less sensitive areas.

Dr. Russ Ackoff has many stories in his books about companies doing things that were discovered to not affect customer satisfaction.
 
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