MANAGING in the

NEW WORLD

The world of management consulting has constantly been showering some solutions to ensure customer service becomes superior at the firm. Employees placed for facing customers must have specific criteria. New recruits must quickly integrate into the customer and employee centric management style. These ideas must be restated on a regular basis. Unless the manager oneself ‘shops’ from own firm, some intricate details will not carve out. Handover procedure must be streamlined. Business analysis must make use of customer data to sieve through and come up with useful conclusions. Employees must be provided timely management training. Customer recovery is one such parameter where the same is needed. Employees must feel empower at decision making. The FAQ section must address the questions actually posed. Crucially, self-service options must be part of the kiosk.

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