Complaint Handling: Using Effective Customer Service to Improve Business Results
By John Ager, Life Science Practice, Kepner-Tregoe Inc.
How does your organization view customer complaints? It is unlikely welcomed, but, if handled well, customer complaints can be a significant source of information to control costs and actually enhance customer satisfaction.
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The Value of Facilitator in Organizational Problem Solving and Decision Making
By Martine Joosten
Excellent facilitation skills hold the promise of turning a qualified group of individuals into a well oiled, highly functioning unit. Overcome the five biggest barriers to group troubleshooting success.
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Measuring the Quality in Problem Management in an ITIL Environment
By Berrie Schuurhuis
In order to raise the level of success in a problem management organization the need to identify time-related performance indicators are important. But they alone are not sufficient to measure the creation of customer value. This article details how your organization can move beyond these traditional measurements to determine the true value of “Problem Management”.
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