One call resolution

One call resolution

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One call resolution

When customers call the customer service department they expect their issues to be addressed and resolved in a fast and efficient manner.   Unfortunately, this expectation is usually not met as many problems require careful review and their resolution often falls outside the authority level of phone reps.  As a result, callers must go through hold time marathons and must speak with numerous people at various levels in order to get a straight answer.

Instead of having the caller experience first hand the background work that needs to be done to fix an issue, customer care reps, and certainly supervisors, should offer a call back to the customer within a reasonable time frame.  Taking ownership of the issue not only reduces the time that the customer must interact with the company, but also provides a much more positive customer experience.    

In case that the organizational structure makes it difficult to take ownership of an issue an alternate point of contact should be provided to the customer, ideally through an introductory phone call. In the end, it should be the company's responsibility to research the issue and put together a reasonable solution for it.  

Instances in which customers take their concerns "to the top" because they were not given the proper attention at lower levels should be rare.  Many escalated calls and issues have standardized solutions available to most first level supervisors.  Customer's should not spend countless hours on the phone tracking down the right people to correct an issue when internal personnel could proactively assist with such a need.

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REFERENCE: CARTOON # 66