GM306: Embracing Customer Satisfaction for Improved Service and Efficiency

This presentation is designed to help you determine what your customers’ real needs are and look at your service offerings and performance from their point of view. This will help you achieve a high level of customer satisfaction, eliminate unnecessary steps and resolve customer problems faster. Learn how to work with your customers to validate service level agreements (SLAs) and establish Key Performance Indicators (KPIs), measure them, and set goals for improvement. Embracing customer satisfaction will result in you and your customers working together for improved service and a more efficient operation. Instructor: Jim Barlow, Jr, CMDSM, EMCM, MDP, MDC, President, Mail Systems Management Consultants

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