Instead of ideas coming from head office or management, it is proven time and again that the best service improving ideas come from those on the front line of customer service.
If you set up a thinking group which can meet once in a short while, the ideas they can come up with will perhaps astonish you. I tried this many years ago and have used it with great effect since. Those who serve know how to do it better - especially if you allow their ideas to be heard and scrutinised by their peers.
Set up and encourage a customer service think tank and watch how your business improves. The added benefit is that the staff feel empowered and valuable too.
