Effortless experience
-
Upload
shashank-kapoor -
Category
Sales
-
view
66 -
download
1
Transcript of Effortless experience
RECAP
MYTHS ... BUSTED in chapter 2
• Most think: Customers want to call for service.
The reality is: Most customers prefer to self-serve.
• Most think: The big challenge is getting customers to try self-service. The reality is: It’s hard getting customers to stay in self-service.
• Most think: Customers demand more choice in self-service.
The reality is: Customers demand simplicity and guidance.
“Have I fully resolved your issue today?” • Most common asked question at the end of the call.• It is perhaps the worst question in customer service.• Going ahead majority of the customers end up calling back
because their issue wasn’t fully resolved.• The organizations follow a metric: FCR (first contact resolution),
considering job well done.• Boasting FCR rate of 70-80 percent.
BUT THE REALITY IS
On an average, FCR rate is only 40%
• “Why aren’t we resolving issues the first time customers contact us?”
• “What causes our customers to have to call us back?”
CONCERNS
Going beyond First Contact Resolution
How can I make sure, this customer doesn’t have to call us back?
NEXT ISSUE AVOIDANCE APPROACH
The game plan….
• This approach is like chess— you have to think a few moves ahead in the game.
• Measure Next Issue Avoidance.