Managing Service Quality: The Customer Is Always Right

Deck: 
Service-quality improvements need to be thought through in advance and managed.
Fortnightly Magazine - June 2004
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Service-quality improvements need to be thought through in advance and managed.

Customer information systems (CIS) are almost never justified and implemented to realize dramatic gains in quality of service. Revenue improvements? Yes. Rates management flexibility? You bet. Delinquency and write-off improvements? Sure. Statutory pressure, including introduction of deregulation? Maybe not as often these days, but still true. Technology consistency, supportability, and application integration? Absolutely. This means service-quality improvement needs to be thought through in advance and managed.

External Customer Service Quality

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External customer service quality is probably the most talked about area of service quality delivery, and there are several meaningful standards already in use that can be measured prior to implementing a new CIS and managed closely through going live and stabilization. First, the easy ones:

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