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Director, Web and Provider Systems
VP - Global Client Engagement
Assistant Vice President - Head of IT Customer Service
Vice President Business Development
Mac+ Tier 1 Advisor
Do you have an escalation procedure? If you do, do you measure it’s effectiveness to resolve issues quickly and efficiently? We recently came across one major international telecoms company with a ‘complaints team’ - the last in the chain of the escalation procedure – who were unable to deal with a simple complaint! If you have set up such a team, make sure they are empowered to do ‘whatever it takes’ to resolve the issue and keep the customer happy!.