Customer Service Details

for Tech Hero

Consistent customer service is critical for building a national brand. Some variations are normal and desirable to accommodate regional and specific customer preferences. But these should always be minor variations. A customer at one location should be able to expect and receive the same service at any other location.

The franchise brand CEO wanted a thorough, well-documented process that could be easily followed. Exceptional service delivery was the key to the brand promise. Each service tech would be trained to use the process.

A detailed flow chart was created to illustrate the service process – from the time a customer requested service to the time the technician said goodbye to the customer after completing the service call.

Skills:

  • Visio, Six Sigma, Process Design, Process Analysis

Project Date:

  • 2008