How will Six Sigma help in Customer Service, Customer Retention, Service Quality, Escalations??

Hi Jitesh, 

 

The objective of Six Sigma is to enhance process/ product performance so as to meet/ exceed customer expectations first time and every time. 

 

Customer Service - Six Sigma projects can help in following ways - 

1. Eliminate complaints. 

2. If elimination of complaints is not possible, resolve issues faster and in a perfect manner. 

 

Customer Retention - A delighted customer continues to utilize services and is not just retained but brings referral/ repeat business for the company. 

 

Service Quality - If defect reduction is the objective, Six Sigma fits in very well. The core idea in Six Sigma is to reduce defects in a significant manner, preferably to zero. 

 

Escalations - The ideal approach is to not have complaints/ issues at the first place. If complaints are unavoidable, they should be resolved first time right promptly and there should be no need for escalations. In some complex situations, escalations are unavoidable, we would like to ensure escalations are done by staff instead of customers and minimized as much as possible.