Delivering high quality customer service and measuring it is more important than ever in these tight economic times.
My wife and I had to buy a new fridge and stove this weekend. The sales clerk said their delivery drivers are from private companies. He told us they have had to reduce their deliveries from 25 trucks a day to 18. The private businesses that are getting the store’s delivery business are those with the highest customer service scores.
First and foremost, we should always provide high quality customer service. Secondly, we need to constantly measure our quality scores to allow us to be able to improve!