How does your customer service process approach a
problem?
On the side of the customer, or your company?
If you start on the side of your customer, you seek to
quickly understand and appreciate the concern, put yourselves in their shoes, empathize
with the impact on your customer, and empower your employees to do what’s
necessary to make things right.
If you start on the side of the company, you defend your
processes, systems, and employees. You attempt
to convince the customer that they are wrong to be concerned. You try to push
the problem customer aside. You attempt to baffle or frustrate them with complex
rules of engagement. You blame the system. You tell them you are sorry, but
there is nothing you can do.