From the course: Customer Service: Problem-Solving and Troubleshooting
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Explore a model for common sense customer service
From the course: Customer Service: Problem-Solving and Troubleshooting
Explore a model for common sense customer service
- There's a really simple model that can be used to troubleshoot almost any customer challenge. You simply ask yourself the question, is this complaint, criticism, or feedback valid or invalid? But before you do that, it's important to understand why customers complain. Now, in my opinion, people complain for two basic reasons. First, they often want something for free or discounted. Or second, the more likely issue, they've actually been inconvenienced. There's a legitimate problem, and they want their concerns to be acknowledged. Customer service can be simplified if we recognize that we are typically responding to one of those two basic impulses. The key is to determine is this complaint, comment, feedback, or review valid or invalid? So let's cover two fictitious reviews that I've created. Your goal here is to first determine if the review, feedback, or complaint is valid or invalid. Here's the review left by the…
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