About griffith17griffith

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HP Canada Customer Service
Early on in my business career We worked for a GM dealer while their Customer Associations Manager. Okay might be it was a bit of a glorified title although my role has been critically important to the business progress and success involving this automobile car dealership. Basically I was accountable for 2 locations.

� Handle almost all customer complaints
� Achieve 83% CSI.

Okay you are probably wondering just what CSI is. Prior to we get in to that lets discus the very first area involving responsibility. My function was basically to deal with negative customers. This was usually in the support department. They would have got an issue or complaint and get labeled me. Our job was to be able to first calm all of them down, gather almost all the details in addition to then check out the situation. Hopefully I possibly could in that case somehow turn the angry customer in to a happy one. I was in a position to try this even more times than not knowing so I guess the job was desired... right? At that particular time (1984) the dealership unfortunately needed my placement. I used to be the fireman, put out the fires. I had this daily but without typically the red hat and fire truck. As well bad, it might happen to be cool in order to drive to function.

Today let's resume our second role associated with assisting the corporation inside achieving a focus on of 83% CSI. No not typically the popular television display but rather Customer Pleasure Index. Good idea within theory right? Focussing on customers and even ensuring they are usually happy. I might to post sales as well as after service girl calls. If there was an issue I could obtain to it prior to GM did. They as well performed the exact same follow-ups but 30 days following your transaction. This is exactly how they got the particular CSI % intended for each GM dealer.

Now you understand what my job has been. Converting angry consumers into happy kinds. All in a great effort to succeed in the particular mighty goal involving 83% CSI. Issue with this history that I was writing to a person about is usually that the dealer was going after imperfection. It is exactly like the Olympics. As a fellow Canadian I actually is astounded in how proud we are of winning bronze medals. Silver will be nice but Platinum.... Dare do we dream. Canadians as a whole are usually proud of concluding 2nd or finally... proper the medal. It's not quality this is quantity. Inside comparison, the INDIVIDUALS strives for Gold. Inside HP Support for Canada and typically the U. S. have been like this:

U. S. A. 36 Gold 38 Silver precious metal 36 Bronze
NORTH AMERICA 3 Gold nine Silver 6 Fermeté

Now this would likely be appear to be a success for Canada because we received a whole 9 silver. Americans may look at it and have why 36 fermeté? This is a new disappointment they must have at least already been

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