Explore non-statistical alternatives for finding solutions that improve customer service. Learn how to gauge whether the solutions you implement are effective.
- Have you ever heard or been part of this conversation,…I thought we fixed that problem,…why are we talking about it again?…Chances are, a symptom was addressed, at least temporarily…but the root cause was not fully identified and resolved.…Your proof that a problem has been fixed…is that it doesn't recur…or its frequency is reduced dramatically.…I'm going to share a couple of methods…that are particularly useful in starting conversations…about where problems may exist.…The first is the five whys.…
Identify a problem and ask why it's occurring…at least five times.…Follow that trail.…For example, a customer satisfaction survey…indicates that your bank's customers are less happy…than they were the prior quarter.…This is a trend that's been occurring for the past year.…It's time to figure this out.…So let's use the five whys.…Why are customers unhappy?…Well, 38% of respondents complain about bank fees.…Why are bank fees a problem?…They're being charged more frequently.…
Why are bank fees being charged more frequently?…
This course covers, in a step-by-step fashion, why metrics are important, which metrics matter the most, how to interpret results, and examples of how successful organizations leverage metrics to improve decisions and performance. Whether your service operation includes face-to-face services, contact centers, social media, self-service, or any combination, this course provides practical know-how, real-life examples, and guidance for implementing and using the right metrics and establishing meaningful goals.
- Identifying customer expectations
- Avoiding pitfalls
- Essential metrics for the service operation
- Identifying alternatives for measuring engagement
- Engaging support that drives the right behaviors
- Key areas of focus for individuals
- Assessing service interactions
- Calibration and coaching
- Clarifying responsibilities