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» Products & Services » » Customer Service » Customer Loyalty Management » Customer Communication and Complaint Management » Customer Complaint Management

Employ Benchmarking and Continuous Improvement Initiatives to Improve Complaint Handling

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ID: 3350

Features:

Words: 1,669

Published: Pre-2020

Delivery Format: Online

 

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  • STUDY OVERVIEW
  • BENCHMARK CLASS
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With fifteen thousand AT&T operators handling six to seven million calls per
day, AT&T has quickly recognized that complaint handling excellence is
important to developing and maintaining customer loyalty. Moreover, it
understands that the experience of leading companies in other industries might
hold valuable lessons for AT&T's operator services. Dedicated to improving its
complaint handling process, AT&T's operator services benchmarked three
companies from other industries. All are highly effective at complaint
handling.

Consequently, a team of four complaint-handling experts and one benchmarking
manager set out to examine AT&T's complaint handling process and to improve it
by identifying best practices among leading companies from several industries.
The team began by brainstorming problem areas that might help them focus their
benchmarking and improvement efforts ...

Industries Profiled:
Banking; Financial Services; Telecommunications


Companies Profiled:
AT&T; Fidelity Investments; Citigroup; USAA

If you purchase Best Practice Database document(s), you will have 30 days from the date of purchase to apply some or all of the cost of the document(s) toward the cost of a Full Access Individual, Pharma, Group or University Membership. Write us at [email protected] or call David Guinn at 919-767-9179 if you have any questions.

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