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Customer Service

This category contains 15 posts

Survey design: start with the end in mind and keep it simple!

Recently, I’ve been advising on survey design for a consultation exercise and emphasising 2 key points: Start with the end in mind Keep it simple I wrote a while ago about lessons learnt for designing customer and staff surveys. I described 5 mistakes people make: Failing to link survey questions to survey objectives Asking too … Continue reading

To Be or not To Be; what is the process?

Recently, I helped a client think through the design of one of their service delivery processes. They currently have a heavily paper-based process that involves lots of form-filling and transferring information between various IT systems. The To Be process would make use of a CRM system the client had invested in to support other processes … Continue reading

Implementing Lean? Don’t lose sight of the customer!

I’ve previously written that too many Lean implementations (particularly in the public sector) have forgotten that it’s people who deliver services and if their attitude, behaviours or skills are poor, no amount of lean processes will make a difference to customer satisfaction. I was reminded of that by an article in a national newspaper describing the … Continue reading

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