Identifying Opportunities For Awesome In Customer Service
Negative situations include:
- Customer feedback
- Employee feedback
- Everything in between
How do you do this?
We like to call these “Opportunities for Awesome“.
We empower our Tier 3 team, supervisors and support leads to mark tickets for “training”. We ask them to notate the ticket, after the issue was resolved, to understand the “Opportunity for Awesome” in which we can learn and improve for the future.
Our leadership team meets to discuss the support tickets marked for training.
We then have a full on discussion about what we can do to empower the team to make changes and what we can do to improve resources and training for our team. While the situation may not have been handled properly originally, we take what can we learn from it to make sure that it doesn’t happen again to any customer, ever. It’s not perfect but it’s ideal for our team. What often helps keep us fueled and motivated in these meetings is a nice cup of Starbucks.
We empower our customers to share feedback with us via a short and sweet support survey about their experience. We then reply to the negative feedback to try and repair the outstanding issues. I like to say we’re taking the lemons and making margaritas (or lemonade) for each customer. Then, we analyze the statistics for this feedback and use it as an overall guide to help us improve the customer experience.
Feedback is a beautiful thing and just requires a shift of perspective to see how the negative can really benefit your business. Read more about how replying to feedback can shift perspective on the customer side by clicking here.
For a story on an employee grabbing an Opportunity for Awesome by the horns, check out this story.