| Topic Name: |
AHOD for the Sinking Ship |
| Message Name: |
Looks Like I Hit A Nerve |
| Date Posted: |
01/29/2006 |
| In Reply To: |
QASs have their hands full when new trainees are released. Yes the databases are full of reference material and some CSAs really are fantastically helpful on the phone, but Coyote hit it right on the button - a customer survey at the end of the call will only reflect the "feeling" of that call - not the second, third or fifth follow up call that will be generated by potentially incomplete/inaccurate information given. |
| Message: |
I guess you can bash management and leadership I'll you want but watch out if you criticize the front lines.
My only point is that the CS quality program in place today is way too costly for the minimal value it adds. Sorry but you put your investments in training and tools on the front end to minimize the cost of quality checking on the back end. There isn't any hard data that shows any improvement in our Customer Service delivery since we started the program.
I'll be back in a few weeks once they announce the CS restructuring and we'll see what they do with the quality program. If it isn't significantly changed to reduce the cost of administering, I will be very surprised.
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