One century after its establishment, Honeywell Home and Buildings Group restructured its customer service process. It created its first customer satisfaction department and first on-line information access facility. Innovations and enhancements included a customer voice mail system, customer 800 number FAX line, extended service hours, rapid status reporting, special disaster relief teams, transportation consulting assistance, customer service video training, and others. Honeywell gave priority ...

BPIR Categories

1.1.1 Customer performance/satisfaction measurement
1.3.1 Build customer relationships
7.3.1 Respond to information requests
14.1.1 Design & deploy performance measurement system

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