Recovery Starts With Policy The frontline needs both the responsibility and the authority to fix customer problems. This is partially based on having a clear set of policies or standard operating procedures that provides both. Also the business has to be organized to provide support when needed. Most service failures at the frontline are because when they request help - there is none.

Topics:

• Customer Intelligence is shared throughout the company
• All internal processes are designed to respond to customer complaints
• Frontline / Customer Facing personnel are supported internally
• Policy and Procedures align with servicing customers