Service Operations Director Northern Europe Whirlpool
With Whirlpool finishing third
in Domestic and General’s total excellence awards in 2018 it is clear that
Alistair’s drive to improve customer satisfaction over the last 12 months has
succeeded. Central to this achievement
has been in understanding the key points on the customer journey and then
implementing improvements where shortfalls were identified. By prioritising
communication with the customer, through message updates and surveys for
pre-part ordering, this improved ‘first time completion’ rates by 1.5%,
enabling not only a time saving but also in available resources. The next evolution of customer service
improvements will see smarter pre-ordering and a focus on asking ‘the right
question’ in the ‘right language’ rather than company jargon.
Check out the incredible speaker line-up to see who will be joining Alistair.
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