Recurring problems waste time
Often we look at a customer complaint is isolation, and hardly ever notice the trend. We resolve the problem case-by-case, and soon the process to handle the exception becomes the norm without realizing how much time we waste on recurring problems.
Resolving the issue does not take into account the process. The better approach would be to analyse the process and understand how or why the problem keeps recurring. There’s a weakness in the process and that’s what needs to be fixed.
Improving the process leads to:
- Improved efficiency and consistency in servicing customers;
- Eliminating the root causes of the problem;
- Improved customer experience
- More efficient and effective management
Are you keeping track of your customer complaints? By not keeping track, you are missing opportunities to improve your business model.