Escalation support Thu, Sep 14. 2006
When a customer calls your company with a difficult problem does your company have a way to solve it ?
Having a escalation support procedure in place is often needed for web sites which can be difficult to use. Forwarding the most difficult problems to more trained staff often points out problems with the site.
The problems have to be solved as well, other wise things can turn sour fast. For example
Mark Evans writes about a customer service problem with HP.
Mark Evans
How much is this costing HP for having a poor procedure ?
Having a escalation support procedure in place is often needed for web sites which can be difficult to use. Forwarding the most difficult problems to more trained staff often points out problems with the site.
The problems have to be solved as well, other wise things can turn sour fast. For example
Mark Evans writes about a customer service problem with HP.
Mark Evans
How much is this costing HP for having a poor procedure ?
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