"Chapter 3: Innovative Customer Service Practices"
Author: Thagard, Amy
Published In: Creating a Service Culture: Making the Customer Connection
To address poor communication and interaction between staff and customers, Florida State University's Facilities Operations and Maintenance developed an integrated technology-based total quality process, which established a positive working relationship with customers, improved interactions, provided an effective way to receive feedback, and saved money by reducing the number of callbacks. Thagard describes the process of instituting the changes, which included allowing customers to enter their own work requests online and check the status of the work requests. Discusses results of customer survey.
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