Handling issues consistently, even when it is busy
Standard: one owner, one promised update time, and a clear closure check. Evidence: issue log, recovery checklist, sample resolved cases, and a promise kept tracker.
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Turning feedback into decisions, not a folder of notes
Standard: a weekly ritual that ends with decisions and owners. Evidence: listening notes, insights log, decision log, action backlog, and closed loop messages to customers.
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Decision making without bureaucracy
Standard: clear decision rights, escalation rules, and an agreed definition of priority. Evidence: RACI, meeting notes, decision log, prioritization criteria, and exception handling guide.
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QA that measures experience, not only compliance
Standard: QA includes empathy, clarity, and resolution quality. Evidence: QA rubric, calibration notes, sample evaluations, coaching notes, and before and after trend snapshots.
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Non negotiables for the highest risk steps
Standard: a small set of journey standards for moments that drive complaints or churn. Evidence: journey map, standards list, training snippet, spot check results, and a simple exceptions log.
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Beyond NPS: measures you can start this month
Standard: every metric has a definition, an owner, and a trigger that leads to action. Evidence: metric dictionary, dashboard snapshot, example decision influenced, and an action tracker.
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