Three Steps to Customer Satisfaction
Customer satisfaction can be such a big task that it’s hard to get your corporate arms around it—especially if you don’t have a large service department. But you can make considerable progress by tackling the major customer gripes that occur. How do you identify them? Mitch Lieber, principal of Lieber & Associates, a call center management, metrics and technology consulting firm in Chicago, offers the following three-step process:
Step 1: Do counts of how many customer service calls get passed up to the president or other high-level corporate officer.
Step 2: Track the issues that generate these calls, and segment them into priority levels. Obviously, any issue that makes it to the corner office is a critical situation that needs attention, but you want to fashion your game plan to address those issues that can have a crippling effect on your business goals as well as any that only require a quick-fix.
Step 3: Identify the departments involved, and take action to deal with the repetitive problems that indicate something is not working properly in your business practices. It’s more expensive to continue to address these problems on an individual basis than it is to fix the operational issues that cause them.
Lieber can be reached at (773) 325-9400.