Development of the structure, processes, and training of your Customer Communication Center
A 360 project for the Customer Relations Center team at the Peninsula Hotel in London (the hotel with the highest average price in the city).
ACTIONS
1Initial Audit
-Technology
-Processes
-Workflows
-Customer satisfaction
-Processes
-Workflows
-Customer satisfaction
2Technological consulting, creation and implementation of new procedures
3Team building (30 people)
-Telephone support
-Telephone sales techniques
-Telephone sales techniques
4Mystery shopper vs competitive set
5Final audit
Final audit prior to delivery of results and debrief with facility management on short- and medium-term steps to follow.
