We sometimes have an officious way of dealing with our Customers, almost as though they’re the problem that we have to deal with. As Customers ourselves, we witness this all the time, and surely as CX professionals and leaders we’re also more aware of it when we see it. It’s interesting, then, that it ever happens in the first place, considering the positions we hold and the authority we wield.
For instance, if you wanted to come up with the worst thing you can ever say to your Customer, you’d be hard pressed to beat: “Your ticket has been closed” when the issue hasn’t been resolved. And yet, don’t we get that all the time?
I recently had a minor issue with a product and went online to submit a question about it. I receive two emails three days later in rapid succession: (more…)