The City of Irving, a US Municipality, made customer service paramount and set up a formal customer service committee with representatives from each department. The committee identified and recommended improvements based on feedback collected through Irving's centralized complaint tracking system. In 2011, the committee developed and deployed five customer service standards, focussed on the life cycle of a single customer interaction, that included best practices for introductions, problem solvi...

BPIR Categories

14.3.2 Implement an improvement approach/method/technique
7.3.2 Manage customer complaints
1.3.1 Build customer relationships

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