Identifying Weak Points in Your Customer Service

Identifying Weak Points in Your Customer Service

By Discovery Lean Six Sigma

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Optimizing any process should start with a careful, critical look at its weaknesses. If you put your mind to it, you can probably identify many issues with pretty much every aspect of your organization. And when it comes to customer service, there is no shortage of things that can go wrong. What’s worse though, is that it can sometimes be very difficult to know that you have a problem.

Customers might be reluctant to speak up if they have issues with your services, and even when they do, you can’t trust the accuracy of the information. It will always be presented through a certain perspective that might not be completely aligned with the truth.

Placing Data Collection Points in the Right Places

Identifying weak points in your customer service should start with appropriate data collection practices. Data is all around us, and it’s important to harness it properly if you want to see good results in your operations. We’re more capable than ever to analyze the things that we work with and to identify interesting patterns in them. And it’s in your best interest to start collecting data from as early as possible.

At the same time, if you don’t know where exactly to place those data collection points, you risk generating a lot of noise. Just because certain data exists doesn’t mean that it has to be necessarily captured, and you’re going to have to develop a filter for the right kinds of data that you should be focusing on.

What Is a Weakness in Customer Service?

You might also discover that you’re not completely aware of the exact issues that can arise in customer service in the first place. This is especially true if you’ve never paid any serious attention to your company’s performance in this regard, and if you’ve just recently started to look for weaknesses, it can be difficult to filter out the good points from the bad.

It’s also highly individual, which is another problem that many companies face. You can’t simply follow what others are saying in this regard, and you have to pay attention to the individual needs of your own customers and organizational structure. A weakness in your company will not look the same in another context, and this can make it difficult to identify them correctly.

Addressing Shortcomings

Once you’ve identified the points that need work, you’ll obviously also have to think about how you’re going to address them. There are many ways to deal with the various kinds of issues you might experience on the customer service front. Improving the speed at which you deliver certain services is one of the best things you could do, but it’s far from the only one.

You should also communicate directly with your customers if you want to improve your results in this regard. You will never know if you’re making the right kinds of changes unless you actively seek out feedback from your users. They might sometimes be reluctant to provide it, and it’s important to give them the right kind of motivation if you want to see good results.

Gathering Internal Feedback

Feedback can also come from the inside, and that’s another important point that you should pay attention to. Your own employees will likely have a thing or two to say about the way you’re approaching your customer service, and you should not disregard their opinions, just because they’re not actual customers. Pay special attention to those who’re at the forefront of dealing with the issues of your users, because they will often have the most interesting insights into your situation.

With enough practice, you’re going to learn to spot weak points in your customer service very quickly. And while it can take some time to develop this kind of sense, it’s going to benefit you a lot in the long run when you’re trying to improve the quality of your operations. Because in the end, the way you’re dealing with the issues of your customers is going to be the main defining factor in the success of your company. Keep that in mind at every step, and you’re going to see good results sooner or later.

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Original: https://www.shmula.com/identifying-weak-points-in-your-customer-service/29541/
By: Shmula Contributor
Posted: August 29, 2019, 11:15 am

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