A customer focused organisation has the following characteristics:
* identify the customer before dealing with the issue
* design processes to be convenient for the customer
Here are some common mistakes made by organisations:
* several accounts for the same customer
* have different processes for each type of account
* have different people to deal with each product type
* ask the customer to key in the account number (which is usually not available)
* design process for the convenience of the organisation (eg to save on manpower)
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