Detail Can I Help You   Oleh:  Colvin, Geoff Jenis: Article from Bulletin/Magazine Dalam koleksi: Fortune vol. 165 no. 6 (May 2012), page 36-40. Topik: Call Center; Customer Service; Business Management Ketersediaan Perpustakaan Pusat (Semanggi) Nomor Panggil: FF16.47 Non-tandon: 1 (dapat dipinjam: 0) Tandon: tidak ada     Lihat Detail Induk Isi artikel Company customer service czar Jim Bush on changing the way that cardholders are treated - and how it paid off. Call-center customer service has become a finely honed discipline, but usually it seems honed to cut time: The agent is superficially friendly, but nothing can derail that person's mission of getting you off the phone fast. Service at American Express (AXP) wasn't much different from that before Jim Bush was put in charge of it in 2005. His basic insight was that breaking with industry orthodoxy by transforming those conversations into less structured, more human engagements would pay off. Instead of evaluating service reps mainly by how quickly they got you off the phone, as many companies still do, he switched to the net promoter score developed by Bain's Fred Reichheld. It's based on one question: Would you recommend this company to a friend? AmEx's score has risen significantly under Bush's direction, and he was right -- it pays off. Customer spending is up, attrition is down. Opini Anda Klik untuk menuliskan opini Anda tentang koleksi ini! Kembali

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