- Lack of familiarity with regular customers
- Redundant requests for information
- Confusion of onstage and backstage activities
- Asking questions that the company has no intention to act on
How many similar failures are built into each of our processes? Let’s think about possible situations we are all familiar with:
- Transitioning cases between individuals in different tiers (here’s something I wrote in the past)
- Incomplete record of customer entitlements, support levels and preferences. These may have multiple reasons ranging from poor maintenance of records all the way to legacy of acquisitions with different offerings and practices
- Being unprepared for a meeting or conversation with the customer. How many of us have employees going on a phone call with a customer without reviewing the case record or possible resolutions?