You think you have it fixed but you can never stop improving
My day today has been taken up working with our management team to examine a case where one of our customers came to us to cancel her package just five days after she took it out. Naturally we are disappointed if anyone changes their mind and we work hard to ensure that we get everything right so people get the full value from their Customer Street package. We were determined to work out what made this customer come to this decision because it certainly wasn't the package not working. Within five days her website that we created was first page on Google and she was listed on all the Customer Street network sites including Ufindus.com, the UK's local directory, Smilelocal.com and Moreuk.com.
In this case we looked from beginning to end, listening to every call that had taken place between us and the customer and we discovered that she had at one point called in for support and had been sent a text message from our revolutionary support system called QAD that promised her a call back within three hours but due to series of unfortunate programming bug we worked out that with the right button press combination it is possible that the call back from one of our support agents would not be scheduled to happen within the three hours. In fact it scheduled for a call back with 72 hours despite the message to the customer promising 3 hours.
The customer called back twice during 24 hours in addition to the original call and was told that the agent dealing with the call would get in touch but in fact the Customer Street agent did not call the customer for almost two days which was well within the time scheduled by the system but nothing like we had promised. I totally understand the customers disappointment in this case but I am pleased that it has helped us to find another potential problem which will lead to several improvements in our systems that will be implemented in the next few days to eradicate this rare bug but also to make it clearer how the processes work.
There is a genuine commitment from all the team at Customer Street to make sure we keep on improving and the point of this post is to say that we are certainly not fallible but we are working flat out to try to become the best we possibly can.
Customer Street is a business that is fanatical about providing the best customer experience.
In this case we looked from beginning to end, listening to every call that had taken place between us and the customer and we discovered that she had at one point called in for support and had been sent a text message from our revolutionary support system called QAD that promised her a call back within three hours but due to series of unfortunate programming bug we worked out that with the right button press combination it is possible that the call back from one of our support agents would not be scheduled to happen within the three hours. In fact it scheduled for a call back with 72 hours despite the message to the customer promising 3 hours.
The customer called back twice during 24 hours in addition to the original call and was told that the agent dealing with the call would get in touch but in fact the Customer Street agent did not call the customer for almost two days which was well within the time scheduled by the system but nothing like we had promised. I totally understand the customers disappointment in this case but I am pleased that it has helped us to find another potential problem which will lead to several improvements in our systems that will be implemented in the next few days to eradicate this rare bug but also to make it clearer how the processes work.
There is a genuine commitment from all the team at Customer Street to make sure we keep on improving and the point of this post is to say that we are certainly not fallible but we are working flat out to try to become the best we possibly can.
Customer Street is a business that is fanatical about providing the best customer experience.
posted by Stuart Forrest at
16:05
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