MKT 723 Chapter Notes - Chapter 10: Pizza Hut, G2 Phase, Call Centre
24 Oct 2014
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Amex call centre call length determined by customer needs not by company expected by customer customer standards. Ex. call back quickly vs. call back same business day or within the hour: another type of goal setting involves the overall department or company. Ex. a department might set as its overall goal to call the customer back within 4 hours 97% of the time and collect data over a month time to evaluate the extent to which it meets the target. Marriott found that the first 10 minutes are critical: research found that consistent performance is not as effective as improving performance that culminates in a strong finish, strong starts and strong finishes are critical to customer satisfaction. If employees do not accept the standards and are not happy with, they will not do it. If they do not agree to standards, or do not see the reason for it they will not do it a.
