Customer Care
Slides adapted from: Heather Freeman
Responding to Requests
• Customer Requests:– Trouble Tickets– Calls– Problem Reports
• Response Critical to Customer Satisfaction
Method for Processing
• Method Stages:– The Greeting– Problem Identification– Planning and Execution– Verification
• Methods help:– Focus– Effectiveness
• Customers who understand the method are better at getting the help they need.
History Example
• After WWII, there was an excess of manufacturing Capacity.
• A good, not just large, sales force was needed.
• Success directly related to methods.• Salespeople:
– High-performing– Mediocre– Low Performers
The Basics: Ticket Tracking
• Ticket Tracking Software– Time Management– Consistent Results
• LCCA Customer Support Center (CSC)– Trackweb– Finding Customers– Logging Problems
Methods: The Greeting
• The Greeter– Welcome– Positive Start
• Types:– Calling Customer Support– Walk-up to Help Desk– Email– Web Form
• Customers need to be able to find
Methods: Problem Identification
• Problem Classification– Who should handle– Human or automated– Customer told how classified– Ask more questions for classification help– If customer choose wrong classification, remedy
in a polite manner• Example: Customer calls into LCCA CSC
asking a Medicare question.
Methods: Problem Identification Cont.
• Problem Statement– Full detail/Complete
• Problem• Clues to reproduce and fix• Identifies everything involved• Location of hardware/software• Last time it worked
– Don't expect complete statements from customers.– Ask specific questions to find out needed
information. Contact back?
Methods: Problem Identification Cont.
• Problem Statement– Don't make customer feel threatened,
defensive, or stupid.– Reassure, when necessary.– Be flexible!– Preplanned sets of data to gather for different
situations.• Example: LCCA customer calls in with
printing problem.
Methods: Problem Identification Cont.
• Problem Verification:– Reproduce problem– Helps with understand problem– Focus misdirected– Exact duplication may/may not be
required.• Example: Technical support resolving
printing problem. Is printer on the network?
Methods: Planning & Execution
• Solution Proposals– Best one depends on context– Vary in cost– Don't be afraid to escalate to more experienced SA.
• Solution Selection– Prioritize– Consider time constraints– Customer involved in selection will feel like “part of
the team.”
Methods: Planning & Execution Cont.
• Execution– Solution attempted– Sometimes the customer solves it– Adjust the dialog according to the
customer's skill.– Beware, you're not done yet...
• Example: Consider the ongoing printer issue...
Methods: Verification
• Problem Verification– Actions fixed problem successfully– If problem still exists, do not be afraid to return to an
earlier step.• Customer Verification/Closing
– “If the customer isn't satisfied, the job isn't done.”– Reveals mistakes: wrong problem, method
incomplete.– To verify request is satisfied, not that the customer is
happy
Methods: Verification Cont.
• Example: LCCA customer unable to log into computer.
Methods: Closure (HF)
• Not only verify...don't leave them hanging.
• Try to make sure customer is happy (as much as possible). – Might be a time to open another ticket
• Ask if any other problems.• Summarize
Skipping a Step
• Perils– The process can break down– Confusion– No real resolution
• Reasons occur– Lack of training– Honest Mistake
The Icing
• Look back• Learn from mistakes• Refine the process• Process should be fluid
Customer Familiarity
• When familiar with customer's needs, can provide better support.
• Customers comforted by speaking with someone familiar
Special Announcements
• Major Outages• System Reboots/Upgrades• Warn the customer in advance!
Trend Analysis
• Same issues, over and over and over...
• Popular category?• Many customers, same issue?• Is self-service an option?• Who are the most frequent
customers?
Education
• “A better educated customer is a better customer.”
• Example: Verizon Wireless Customer Support– Account Management– Online Help– Repair Request– Lookup Tools
Training Based on the Model
• Lack of can hurt the process• Written problem responsibilities• Written list of information to be
collected
Architectural Decisions
• Classification– Help– Hinder
• Consider the side effects.
Customer Support Summary
• Follow a method and plan• Train support staff • Get to know the Customer• Learn from History• Educate the Customers• Implement with eyes wide open
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