Focusing on improvements at the process level is so powerful. I once did some work for a company that provides software packages for businesses, and I spent some time in their customer support area, the team that provides technical support to customers. A lot of things were going right, but their director had some concerns.
Hear the full story in this video from my LinkedIn Learning course “Customer Service Leadership.”
Stories from the field: Improving the service process from Customer Service Leadership by Brad Cleveland