Why Your customer support goes off beam
This past week i realized a trfinishamong my clients. you couldcall it the 'dash'... people are sprinting to prove they're creating adjustmentswithin the ir business's productivity as althoughthat may be a nastyge to earn all on its own.
And too occasionallythey're speeding down a track that may be taking them to behaveions and solutions in order to wortha large number of money and time and never howeverlve the'ssue to hand.
you will be caught within the similar sense of urgency, starting an unnecessary race. So i assumed I'd percentagethe stairs i exploit with my clients to get them interested in the most efficientpace in order thon they get the whole result they're hoping for to grow their business.
Step 1 - Define the real Issue
certainly one of my largest clients asked me to take a seat in through the basicpresentation by a tech team so as to adclotheimproving the buyer facilitiesfunction on their company. Sure enough, the team 'presented' the'ssue by quoting back 3fiveinterviewees' concerns after which went straight into the professionalposed solution. Fortunately the COO paused the conversation and that identified that he hadn't heard the real 'need' for which the professionalposed project was an answer.
be sure to've defined exactly what's being 'fixed' and make sure the U.S.ers of the answer are on the table defining what's wanted.
Step 2 - Research the optionsfor thereforelutions
all of us fall in love with our area of experience. And the tech team members showed it clearly. They were proposing 'netbased' technology and mega knowledgebases to collect all of the interactions with clients... they typicallycompletely neglected the more familiar automated phone featuresor even email exchanges. to not mentiat the non-tech solutions that may be created by realigning customer support personnel roles.
make the attemptto flush out no less than three featuresand run those ideas past the prospective users to peer if you are staying heading in the right direction.
Step 3 - Check thon the answer Matches your small business Model
For this a particular client, the top user is not the personcontacting customer support. Their distributors are the onlys who will report issues and a couple of0% of them don't seem to be pcusers. that does not mean they may not locatetechnology solutions useful, however it won't be sitting on their desk. they needsolutions they may be able to make use of once they're standing on site at a shopper, or get a phone call at the same time asdriving between appointments.
all of the technology on the earth won't solve your key challenge: make it straightforwardon your customers to speak with you the best way they're in a positionto today. OR make it even easier!
Step 4 - Double Check Thon the answer Works 'Inside' AND 'Outside'
not just does my client want to make it straightforwardfor his or her customers to be heard and responded to... additionally they need to capture the tips in order that they may be able to test internally to spot trresults within the ir facilitiesand selectwhat might want to be redesigned. The tech team will want to design a system for gathering dataeasily, and dadssing it to those that want to understand that immediately, and summarizing it in reports for periodic trends analysis. At each stage,DeMarcus Ware Jersey, the tips couldlokvery diffehireto eachaudience.
tackle the way you'll store dataover the years so as to make sureit serves improving your customer's experience and also your non-publicorganization's performance.
Step five- Design the way you'll Test And Adsimplythe answer
identical to a rubber band springing back into put,Joe Flacco Jersey, adjustmentsin systems and those's behavior can melt away while you assume it is going to all come together as needed. Nothing takes you off beam more predictably than designing and that instituting adjustmentsafter which walking clear of the professionalject. Never assume the 'design' is the answer.
Before you invest money and time in permanently changing processes, and policies,Dwayne Bowe Jersey, and roles and responsibilities test the professionalposed system with all of the U.S.ers.
decide to the professionalject's long-term success by assigning responsibility for testing your preferred solution and evaluating the way it isworking... AND decide to conforming it as you learn what's figureing well and what must be tweaked.
Step 6 - Test And Adjust,Stephen Cooper Jersey, Test And Adjust
My client is bringing together a role force of six disciplines to speak through all the stairs above. They'll be guiding the tech team's focus to make sureit meets all of the U.S.ers needs and stays heading in the right direction with the'ssue identified back in Step 1.
Now it is your turn at the track.
Copyright (c) 2008 Linda Feinholz
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