TITLE

The Variance Factor

AUTHOR(S)
Arussy, Lior
PUB. DATE
April 2007
SOURCE
CRM Magazine;Apr2007, Vol. 11 Issue 4, p12
SOURCE TYPE
Trade Publication
DOC. TYPE
Editorial
ABSTRACT
The author reflects on how to address the variance between the best and least effective employees in order to achieve service satisfaction. He says that an inexperienced employee most likely will not be able to customize a resolution according to specific customer need. He argues that proactive tools used to intervene and support employees when addressing a customer must be provided. He argues that the variance can only be reduced through those tolls and through trust in employees.
ACCESSION #
24626990

 

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