Customer Service Manager Question:
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Tell me what have you done to improve work processes in the customer service division?


In your answer describe receiving feedback from customers to identify areas for improvement, looking at every touch-point in the customer life-cycle and implementing actions to improve the process.

"I identified that customer satisfaction with our email support was not what it should be. The rule of thumb has been providing a response within 24 to 48 hours. However with the pace of everything increasing online I understood that we needed to achieve more impressive response times. I instituted a response time of 4 to 8 hours as the standard. This has set us apart from our competitors and improved customer satisfaction"

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