In an earlier blog post titled: Warning, Is your Sales Force blindsided by Customer Service I talked about the need for customer service to keep sales informed about potential customer escalations and that might negatively impact the sales team. Here is a real life example of a system that was in place when I retired from IBM Canada.

One of the best practices for Customer Satisfaction is to prevent known problems. One technique to help with this objective is to create systems to notify customers of issues that might affect them, that are affecting them or that they should be aware of. This post covers why is it important to set up a notification system and what constitutes a notification system.

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