Customer-facing activities are those that directly involve or affect the customers, such as sales, service, support, or marketing. These activities should be consistent across the organization, as consistency is a key factor for customer satisfaction and loyalty12. Customers expect to have the same level of service and quality every time they interact with a business, regardless of the channel, location, or employee. If some employees perform customer-facing activities in a different format than the others, it can create confusion, frustration, or distrust among the customers, and potentially damage the business reputation and revenue34. Therefore, this is a problem that can be addressed as part of an improvement opportunity. Jane, as a business analyst, can use passive observation to identify the variations in the customer-facing activities, and then analyze the root causes, impacts, and possible solutions. She can also use other techniques, such as interviews, surveys, or focus groups, to gather feedback from the customers and the employees, and understand their needs and expectations. She can then propose recommendations to standardize the customer-facing activities, and ensure that they align with the business goals, values, and policies5. References:
The three Cs of customer satisfaction: Consistency, consistency, consistency | McKinsey
How to create consistency in customer service | Zapier
How To Improve Customer Focus Using 8 Key Strategies
Consistent Communication: A Must-Have For Your Customer Service Team - Forbes
Important Client-Facing Skills: Definition and Examples
