I know we’ve never met. But I have a pretty good idea of where you’re dropping the ball in your customer service delivery.I’ve seen companies like yours (probably) in my work as a customer experience consultant, keynote speaker, and customer service author.
And, odds are, you’re dropping the customer service ball on your handoffs.
It’s easy for your employee to promise something to a customer– and then send the customer elsewhere within your organization for actual results.
Fair enough: but did the details of the customer’s needs actually get fully conveyed to the person who was handed the ball?
And, did the handoffee follow through on these instructions? Or did she hand off the responsibility again? And, if so, was the customer support fumbled on that handoff?
Follow-through and follow up are keys to a successful customer experience. And often best accomplished by the person who first took the request.
Here are my four steps to customer service recovery. And note how follow-up is baked into the sequence.