As services become more advanced and expanded, operators are able to spend time thinking about and solving problems that can satisfy more customers. Jimsa has built a solid CX team based on the experience of finding answers from customers! It seems like a company worth noting for its best practices in evolving from CS to CX. It’s an emergency. It’s an emergency! I am an operator of a fresh food delivery service. One customer said he had an upset stomach after eating our food. I said they would give me a refund and send me a new product, but they told me to pay compensation for not being able to attend a very important event due to an upset stomach. Since it is a food product, sometimes when there is a problem with the food, I deal with it right away, but this is the first time this has happened. I don’t know how to respond. I’m anxious about what will happen if I make a mistake and post it on the Internet. As the number of customers increases, problems like this will increase.
How should I deal with it My fear grows more and more
Are customers really this scary? 1. Let’s define the issues of our service Don’t leave an issue Iran Phone Number Data as an ‘invisible box’. To prevent these embarrassing moments, you need to be prepared for emergency situations. you don’t know what’s inside. You might be scared because you don’t know if the animal inside will bite your finger or if your hands will get dirty with sticky substances, right? However, just by accurately defining the issues that will be a real problem for our company, we can eliminate vague fears and deal with embarrassing situations. 2. Manage issues according to grade Not all issues are equally important and urgent. While there are issues that require the CEO to step forward and respond immediately, there are also issues that can be handled sensibly by the person in charge. The reason for classifying issues is to handle them well, so it is better to allocate the level of urgency and the person in charge. Sehee Cheon, an operator in charge of operations at McDonald’s, Naver, and Baedal Minjok, is said to have managed the issue by creating a ‘Red-Orange-Blue-Green’ rating.
There is no need to classify all issues
If you are a startup that still lacks customer experience, it is more effective to. First Honduras phone data define what is an urgent fire that needs to be put out quickly! Please respond quickly to issues that could have a fatal impact on the company. When it comes to responding to issues, ‘Customers are the answer.’ If customers are impressed with us, the CEO will be impressed with you. In an issue situation where it is clear that the customer is in a bad emotional state, faster action is important. If it is an issue that can be handled right away, please take action first. While considering how to report it internally. If you leave an inquiry and the agent says, ‘Wait a minute…’ and leaves, the customer leaves and never returns. If you don’t have permission, your customers will leave. [Note] If you do not have permission, the customer will leave >> 3. Let’s create an organizational culture that shares issues They say couples who fight well last a long time.
