Even if an issue arises, you can resolve it and find the right answer. Discover the most effective solutions at the point of contact with customers. Design a ‘authority funnel’ without bottlenecks To enable rapid decision-making, an organization’s ‘authority funnel’ must be designed effectively. The authority funnel can be divided into stages. Stage 1 is a structure approved by the business department. In step 2, authority can be transferred to the CX manager for repetitive issues. In step 3, the customer has authority within the product without any further inquiry. When authority is concentrated in business units, bottlenecks arise and growth stagnates! Level 1. Approved by business unit I’ll block you with my body, so give me at least a small weapon! “I’m sorry. I’m sure you’re upset. What should I do about this…ㅠㅠ” While working, there are times when unexpected events lead to customer dissatisfaction.
In such cases it is the role of
CX to provide relief in the early stages. For example, even if food comes out incorrectly Greece Telegram Number Data in the kitchen, it is the hall staff who receives customer complaints. However, if you receive a claim without any weapons, it is easy to become a parrot that increases customer dissatisfaction. To prevent this problem, ‘Haidi Lao’, a Chinese restaurant franchise famous for its customer service, gave all serving staff the right to ‘free meals’. Employees also treat customers with authority, and various customer service stories are being spread, such as “Humanity can no longer stop Haidilao.” No matter how you look at it, it seems unstoppable (anyone who has been there knows…) But what’s interesting is that even if these weapons were given to ordinary counselors, the usage rate was only about 20% to 30%. Since I wasn’t familiar with authority, I didn’t judge it. To show the taste of authority, they went to the extreme and announced as a best example that one employee was giving free meals to his family to celebrate his employment. Operator, get familiar with your privileges now.
If you use your authority well even angry customers
Will take your hand again. Step 2. Solved right in CX When the game of guessing is Ukraine phone data ambiguous, I draw on my authority. “Wait a minute. I’ll ask the team leader…” While working, there are many times when I play guessing games, wondering if this is something I should decide or something I need to get confirmation from. It seems like you have no sense if you ask about everything, and it’s an ominous feeling that if you don’t ask, something big will happen later. In the online class platform ‘Class 101’, there are many customers who have missed the class period due to unfortunate circumstances. In the past, course extension was only possible after approval from the business department. Hanbyeol, a counselor at Class 101, actively helped an unfortunate customer who missed the class period. Of becoming a radio writer. This not only made the CX team’s work load heavier, but more importantly, customers also got tired of waiting. Inquiries about course extensions are as if they were presenting a radio story.
