The majority of customer service issues that boil over are the result of procedural oversights or inadequacies.
So explains Bill Price of Driva Solutions in this short video. If the processes weren’t deviated from, far fewer customer cries would go unresolved. And that’s the point that Price aims to make: utilize your customer service process to address all of your customers’ problems. An ingrained customer service response process can do wonders for the consistency and quality of a business’s customer support, explains Price.
When a complaint is logged (and there should be a comprehensive system for this), a feedback and response loop should be engaged, he says. Through this, a company can ensure that customer issues are tended to by the appropriate parties and get ultimately resolved (if possible). For more on this subject, watch the video from OpenView Labs featuring Price.