"Improve business processes prior to automation."

"Survey your customers and link back those results to internal assessment of service."

"Treat all contact methods the same , whether it is chat, email , calls or letters make sure customers get the same level of service."

"Find a way to empower CSRs with 1 call resolution and train them on their soft skills for assertiveness and confidence. The customer must FEEL a sense of true confidence the task is complete, they won't just take a weak-sounding CSRs word for it."

"Put more value in Customer Relationship Management and budget accordingly."

"You can alway improve!!"

"Empower your advisors to do what is right for the customer. In turn what is right for the customer is usually right for the business."

"Empower your people to fix problems."

"Try not to make all your Customers suffer because some of your Customers take advantage of your business. An example of this would be restrictive policies on returns of merchandise. Many Companies make the ability to return merchandise very difficult in order to deter the high-returners (gift card only, exchange only, 7 day return etc). The right thing to do is focus (and be ruthless with) your high returners and be more free with your good Customers. They will thank you for your trust with loyalty and recommendations of how easy it is to do business with you. Putting any walls in front of your Customer will directly affect their satisfaction with your organization. Make it easy to do business with you, and your Customers will multiply."

"Make the process as streamlined as possible so it is easy to implement, and have it be seamless to your customer."

"Embracing the customer service provider is important to any company. Instill confidence in your customer service staff and you have increased your companies earning power..."

"The business process must allow each employee to have a holistic view of the client (not necessarily of all the details) - allowing them to be informed during interaction."

"Don't let the internal need dictate the process. Rather, let the customer experience play the major role in how things move internally throughout your organization."

"There should not be a time limit for assisting customers."

"Take the time to understand and apply LEAN to your processes. Remove the non-value add steps and save time and money by doing so. Your customers and associates will appreciate the change."

"back office determines customer response at front end, so treat the internal staff u deal with as internal customers, not as outsiders to your company"

"More training individually based on the telephone users needs"

"Try to be aware of the ROI for all processes. Know what it costs you in labor, materials, storage space, etc. to do it; and the benefit you receive. If the benefit isn't obvious, then the process needs to be questioned and either improved or eliminated."

"Effective communication to provide understanding of the process the client is going through."

"Make them as simple as possible. Go outside your own company and be a customer. Eliminate all frustration. Make processes seamless for the customer."

"Have adult supervisors for all shifts with a manager on hand."

"It is higher management authority in supporting, creating and developing a continuouse process improvement related to business process to provide good service."

"reward loyalty"

"Always look at business processes from two views. Review the process from an internal perspective with an eye to efficiencies that will improve service and also assess the process from your customer's perspective. You can be extremely efficient and service-oriented but if you're not meeting the needs of your customer, you've missed the point."

"Put more focus on Customer service/suipport, they are the voice of your company."

"The procedures used should be as consumer friendly as possible while meeting the needs of the business. For any processes that the customer has to wait a period of time before their needs are met, please ensure that it is done in a quick and timely fashion as not all customers will be as patient."

"Simplify. The harder it is for a customer to do business with you, then the experience is already tainted and you are behind before you even talk to the customer. Do not create a negative atmosphere before the customer has spoken to your staff member."

"measure everything that is important after you document it and get it ratified by the customer"

"Update processes regularly."

"communicate, communicate, communicate"

"Same as #8. Listen first, repeat the issue, confirm the issue and either resolve or layout a plan to resolve."