How would you grade your current Customer Service… and would your customers agree? Your Customer Service can be thought of on a continuum between Operational Efficiency and Customer Intimacy 5 Key Steps to Improve your Customer Service: Clearly define your Service Model Deliver consistent answers regardless of time of day, week, month, or year Develop […]
You’ve made it through Round 1 of the SBC Main Event. How should you best prepare for Round 2 and avoid the SBC Knockout Punch?
Round 1 of SBCs is over, but only the beginning Brute force and overtime might have worked for last year, but is not an effective long-term solution Round 2 (i.e., 2013) will include: Changes to the Coverage Calculator Need to produce a consolidated SBC (including carved out benefits) The arrival and application of Compliance penalties […]