summary 13 - Caitlin Vodopia Measure of Delight The Pursuit...

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Caitlin Vodopia 11/15/2010 Measure of Delight: The Pursuit Of Quality at AT&T Universal Card Services Top executives who created AT&Ts Universal Card strategy feel that monitored phone calls are an absolute necessity providing a competitive advantage over its competitors To break into the credit card market, ATT took on unchallenged pricing practices, not charging the typical annual membership fee, and setting their interest rates lower than their competitors. Another goal for the company was to create an organization where the employees were empowered and motivated to set new standards for quality in customer service. UCS’s efforts to monitor customer service went far beyond industry standards and achieved many purposes such as, locate problem processes, promptly address any problems discovered, constantly assess how well customers are being served, and to reward exceptional service If on a day customer service representatives achieved quality standards of over 95%, then they would earn a “quality day”. At the end of each quarter quality
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