Sort Customer Needs With Kano

Sort each call-center improvement or behavior into the Kano category it best represents. Basic need Performance need Delighter Reverse-quality trap Callback arrives in the promised time window Average wait time drops from eight minutes to three minutes Customer receives a proactive text before a delayed technician visit Agent reads a long cheerful script while the customer is asking for a direct answer Agent can see prior notes so the customer does not repeat the story Resolution accuracy improves as agents use the new decision tree A goodwill credit appears automatically after a documented company miss Forced first-name personalization in every…

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