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Setting the Standards with Customer Complaint Tracking
01st June 2010
In 1995 a revolution occurred. This may not be something that most people are aware of, as it really isn’t the sort of thing that would make the nightly news. It was a quiet revolution, but one that affected everyone around the world…it was the revolution in the customer service industry. This was not a revolution set about by the “people”, but one of the President and the Vice President of the United States, at the time…Bill Clinton and Al Gore.
Gore headed up a team, the “National Performance Review” and Clinton backed up his VP by setting an executive order which was known as “Setting Customer Service Standards”. Together, they tracked their own performances and asked people if they were in fact, getting what they needed and wanted. This applied in business operations, not only to customers but to employees as well. The goal was customer complaint tracking.
Day to day life was examined in all of the federal agencies. People were given a chance to express their concerns, complaints and to give kudos to jobs well done. Clinton’s motto, the motto of many great leaders–world leaders and small business owners–is to quite simply, “put the customer first”. Not just the customer in the familiar use of the term…but also, as stated before, the employee. How well is everyone being treated? is the question.
Tracking this data accurately, is the answer to that question. In tracking data, a leader of a country or the owner of a “mom and pop” restaurant, can formulate strategic plans. Plans that honestly ensure that the needs of the people are the focus. Customer service software is available nowadays, which simplifies this collection of data, making record keeping more accurate and the implementation of new ideas and the resolution of customer complaints and concerns much easier and much more quickly than every before. What started as a revolution, is now a way of life, a better way of life on both sides of any court.
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