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One Point Lesson
Great Customer Service
Voice of the Customer
Improving service to our Customers
What is a Voice of the Customer (VOC) Translation Matrix?
The VOC (Voice of the Customer) Translation Matrix is a tool that helps teams take customer comments, determine the underlying issues represented by those comments and use this information to develop measurable customer requirements.
The goal of this tool is to translate often vague comments into something concrete so that the team can focus their efforts to meet these requirements.
Riaan is a dynamic leader, coach, facilitator, Lean Six Sigma Master Black Belt with over 20 years of hands-on experience driving business results. Riaan is highly skilled and has worked across diverse industries internationally. With a degree in Chemical Engineering, Riaan started in the major breweries and bakeries in South Africa and was so dedicated to his work that he was often known to take his work home with him.