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Monograph

Wednesday, January 21, 2004

Jobs a good un

One of my old clients has just picked up an award for delivering great customer service. Its not unexpected though, BSH are a great example of an organisation that is completely focused on delivering what its supposed to. From a well run call centre to an SAP system that employees are happy to work with the company is relentlessly efficient and customer focused.

When I was working with them they talked about their success rates in dealing with first time enquiries. They said they weren't going to discuss them in public as rival providers would simply fudge their figures to look competitive. Their strategy was to wait untill the industry / consumers noticed for themselves how much better they were.

I guess that's happened now.

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