Improving customer service
The project focused on identifying organizational and individual levers for better customer service. In terms of organizational opportunities, we’ve analyzed previous customer service system and, after identifying room for improvement, we designed a new system of Customer Service Quality Standards to be applicable for all service staff’s performance measurement.
At individual level, we have assessed customer service skills, monitored staff performance through “mystery shopping” technique and made recommendations for improvement. With the new system, the customer service level improved by 20% in after 8 months from implementation.
