Regardless of the business you have customers and some of them are unhappy. Coping with these customers is an inevitable part of everyday business life and how you deal with them is a predictor of success.
Most organizations have discovered that their future success hinges on reinventing themselves as a lowest-cost producer. One of the keys is to focus on actions that can impact real costs every day.
Most organizations have discovered that their future success hinges on reinventing themselves as a lowest-cost producer. One of the keys is to focus on actions that can impact real costs every day.
Dealing with customer complaints presents a “moment of truth” in which frontline employees have one chance to provide a lasting impression that your organization really cares about treating them fairly and with respect.
There is a lot of attention given to the growth of automation, specifically to robotics and artificial intelligence (AI), and its potential impact on the economy and the work force, current and future.
What has happened to the quality professional? For some time, we have begun to talk and act more like part of the financial department rather than quality assurance.