The key customer support mechanism at Studer Group (SG), a US healthcare consulting firm and winner of the 2010 Malcolm Baldrige National Quality Award (Small Business Sector), was people interacting with people. Standards of Behaviour specified customer contact requirements, and along with other contact requirements, were are deployed to all employees through orientation and training etc. Information from Customer Listening Methods was analysed to better understand customer communication prefer...

BPIR Categories

1.1.7 Review customer listening & learning methods
1.3.2 Determine & provide customer contact mechanisms

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