• James Haldane

First Call Resolution (Extreme Customer Service)

Updated: Nov 1, 2020

Imagine calling a Business and the person who answered, solved your problem. That's called First Call Resolution

How does it happen?

Added to the agenda of your weekly meeting is Refining Service Systems by finding quicker outcomes for 'confusing' phone calls received in the previous week.

The team must first realize that FIRST IMPRESSIONS COUNT

If 'reception' is seen as inefficient, the whole company will be too

Rather than a business having the attitude of 'just deal with it' the team works together to BACK the person that answers the phone to give them the authority and power to act

Agile teamwork at its finest

There is NO LIMIT to BLOWING MINDS here

Contact James if you are interested in creating these workflows to dramatically increase revenue and destroy the competition. It's not easy though, it requires the whole team embracing change

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