Ebook , by Martha Begley Schade
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, by Martha Begley Schade
Ebook , by Martha Begley Schade
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Product details
File Size: 4057 KB
Print Length: 54 pages
Publisher: Business Online Learning; 1 edition (June 15, 2013)
Publication Date: June 15, 2013
Sold by: Amazon Digital Services LLC
Language: English
ASIN: B00DFOLI0E
Text-to-Speech:
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Amazon Best Sellers Rank:
#952,889 Paid in Kindle Store (See Top 100 Paid in Kindle Store)
Having worked in both manufacturing and software development, I'm very familiar with the concept of product bugs or flaws showing up either during testing, or out in the real world. When they show up in the real world at a customer site, a company has precious little time and opportunity to make the situation right and preserve good customer relations. This handy little book will help a business get from "complaint" status to "fixed" status as efficiently as possible. It streamlines the process of ID'ing a problem (or potential problem) ,determining the source, correcting thee problem and getting the fix out into the world, as quickly as possible. That sort of rapid "make it happen" turnaround is crucial in today's extremely competitive business climate where customers are being courted by all sorts of competition. If a business takes customer service procedures seriously, or wants to, this is an excellent method for doing so.
This book gave me just what I was looking for ... professional, clear-cut, step-by-step guidelines to the 8D Process and solving customers' complaints methodically and effectively.It was well laid out, easy to understand, with a checklist at the end of each section, plus a free, downloadable template.I particularly liked the emphasis placed on the importance of proper problem analysis.
Good reference!
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