From the course: Measuring the Value of Customer Service
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Recurring problems
From the course: Measuring the Value of Customer Service
Recurring problems
- I recently traveled to several countries in Asia with different airlines involved. Somehow, the travel agency that helped me had my passport expiration date wrong by one digit. It resulted in hours of explanations to airlines and immigration officials, and it required lots of additional help from the agency, all from one simple mistake that would have taken 15 seconds to prevent. Poor customer service costs time and money. How are your employees spending their workdays? Is some of that time handling the same problems over and over? What if you could take one problem, and instead of addressing the aftermath customer by customer, you fix it permanently for all customers? Let's take a look at a couple of examples of how you might quantify these issues. One common problem is with process or technology shortcomings. I recently observed service interactions with a government agency, and one part of the process required a…
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