Customer Service & Research
Customer Service & Research
4M Global understands that any strategic advantage is won or lost in customer service delivery. Our team will assist you by closing gaps and achieving improvements that deliver demonstrable and reportable returns. By using 4M Global methodologies, we can help you build a customized roadmap that sets the right balance between cost, quality, and revenue for your business and customers. Our team recommends customer service solutions that you can use, taking into consideration available resources, budgetary constraints, organizational impact and existing technologies.
We offer benchmarking services to assist companies in ongoing performance measurement and best practice discovery. Our team also performs regular studies of customer service operations to support new innovations and process improvements. 4M Global research expertise provides critical information about customer perceptions of products and service standards, image, and much more. Primary focus for customer research will cover gap analysis, local and global customer satisfaction, performance measurement of service offering and emerging consumer needs.
“Our team takes pride in our ability to mould and develop approaches for specifi c client needs. We offer a broad
range of industry and multi-disciplinary point-of-views that add value.”
Key Areas of Specialization
- Customer surveys, focus groups and transactional surveys
- Customer service performance diagnostic and operational improvement
- Customer service innovation & best practice discovery
- Customer service performance measurement & benchmarking
- Customer service market research
- Call centre development strategy and operational review
