By March 12, 2015 0 Comments Read More →

Don’t Let Customer Service Fail Because of a Tiny Detail

Don’t Let Customer Service Fail Because of a Tiny Detail

When you are developing your customer service processes and doing training to ensure a high level of customer service, you should worry about the details.

Details are the root of problems in many business process and can certainly cause problems with customer service.

Consider this customer service encounter with a cable company, who’s industry already has a bad reputation for customer service. Of course, the options are sometimes few and far between but they should still try to give good service. And that is what happened recently with a recent cable/internet outage.

After doing the typical process of turning it off then on to hopefully see if it resets itself, the cable company was called. With a few questions from the cable company’s call center agent and telling them what lights were on and what they were doing, they confirmed that it was a problem from their end, not a problem with the customer’s equipment. The agent was helpful, was clear and concise in their communication and diagnostics, and went the extra mile to line up a technician to visit and rectify the problem the next day. Great customer service so far.

As usual, a relatively long window was provided for the technician to get in and deal with the problem, so there was nothing to do but wait.

And wait.

When the window had long past and nobody showed up, another call to the cable company’s call center was made. Again, the agent was helpful and checked the service ticket. Supposedly the technician went on site and fixed the problem outside. Everything should be working. Only it wasn’t.

The technician didn’t bother to knock on the door to say the work was done, verify that the internet and cable was working and stop the waiting.

This is the tiny detail that was missed. Not only because by not doing it the waiting had to go on longer than necessary but because they didn’t do the most basic of things – make sure the customer’s service was actually working before leaving.

So the process was repeated with another appointment the next day and more waiting. This time, the technician actually fixed the problem and verified that internet and cable were working before leaving.

That’s what should have happened the first time. If it isn’t part of the routine process, it should be. If it is, then the technician needs to be disciplined or re-trained.

So, while everything else was pointing towards great customer service, this tiny detail derailed it completely and resulted in a very unsatisfied customer.

The $15 credit to the next bill wasn’t enough to make up for the waiting caused by that tiny missed detail.

When you develop your own customer service processes, look closely at the details and identify what can go wrong and make sure your process is fail safe.

And when something does go wrong, learn from it and correct the root cause immediately so it never happens again. For this cable company, it’s very likely nothing will be learned or changed based on this failure. Don’t let that happen to you.

About Michel Theriault

Michel is the founder of Success Fuel for Managers. He is an author, speaker and consultant focusing on topics relevant to Managers and aspiring Managers in businesses of all sizes who want to get results, get attention, and get ahead. He is also a contributor to Forbes and AllBusiness Experts . Michel is available for speaking engagements, training and consulting. Connect with him or send an email.

Posted in: Customer Service

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