Audio Podcast: Keep Cost In Perspective
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Many of us pride ourselves in the things we do right. However we need to focus our attention to those, often little things, we don’t do as well as we could. For example we measure time to answer, lost calls etc and publicly display them. Do we also display how long it takes us to resolve complaints or service those broken products? In all areas of our business we need to track resolution times – from start of a query/problem to it’s satisfactory conclusion.
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