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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