Summary
Customer Service - Navigant Consulting Inc - Survey
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Extract
The battle for the customer.
Consider the following questions as a test for where you stand in the battle for the customer that is so crucial in today's mortgage market.
1. If a mortgage originates through your wholesale or retail channels, does the customer experience the same level of service? 2. If a customer asks the same question online and by phone, does he or she get the same answer? 3. If a customer asks a question online and then calls, can the operator see the earlier question and answer it? 4. Is your call center team supposed to deal with customers as quickly as possible or spend time making sure they're satisfied? 5. When will more than 95 percent of your staff, including those currently working in your back office, spend more than 80 percent of their time seeing and speaking to customers rather than overcoming operational shortfalls? 6. Has your information technology (IT) department given you a date for when it will deliver a single, integrated view of your customers? Now, add up your score after you have honestly answered these questio...See the full content of this document
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