Often the reason that certain shared services are performing sub-optimally is due to the lack of focus on the needs of the client. Sustainable success hinges on satisfied clients. This involves more than putting your shared services staff through client service training and asking them to “play nice”. The solution is to channel your services and interactions through a well-structured client interaction framework.
The article lays out 9 critical elements that form a robust Client Interaction Framework which control levers for service delivery and provide guidance for crucial implementation.
Download Shared Services Client Interaction Framework