Improvements in Customer Service
Organizations know they need someone in a role that communicates with clients, they know it will improve customer satisfaction, but never want to invest (e.g. it eats into their profits) in such a role. Often an organization will allocate a small part of a person’s (or multiple employees) time to it. This causes a system that actually can be even more inefficient. This is why as an organization we added Lorissa to our team with just one job duty of communicating with our clients. This dedicated position will make certain customer communication happens. We even have set parameters that we will add another person in this position when we reach certain thresholds so that we don’t run into a situation where our coordinator is overworked and create failure in communication. Our project coordinator position, which we call the Time Keeper, has the sole responsibility to communicate with the customer, put in tasks for the team, double-check the tasks that the team did, and get back with the client that the changes are done. This role has no other functions and how it will stay.