Best Practices from Certified Top Performers Episode 3

In this series Mark Miller, Customer Service Solutions Practice Leader at J.D. Power, sits down with representatives from organizations that have achieved Customer Service Certification to discuss what these top performers are doing to achieve high performance and distinction.

In Episode 3, Kathy Miklos, VP of Customer Support at Freeman, speaks with Mark about "The Drop" - Freeman's process for gathering, sharing, and acting on representative feedback.