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 – –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 ~