Effortless experience

EFFORTLESS EXPERIENCE

Chapter Three: “The Worst Question a Service Rep Can Ask.”

Shashank Kapoor

RECAP

MYTHS ... BUSTED in chapter 2

• Most think: Customers want to call for service.

The reality is: Most customers prefer to self-serve.

• Most think: The big challenge is getting customers to try self-service. The reality is: It’s hard getting customers to stay in self-service.

• Most think: Customers demand more choice in self-service.

The reality is: Customers demand simplicity and guidance.

“Have I fully resolved your issue today?” • Most common asked question at the end of the call.• It is perhaps the worst question in customer service.• Going ahead majority of the customers end up calling back

because their issue wasn’t fully resolved.• The organizations follow a metric: FCR (first contact resolution),

considering job well done.• Boasting FCR rate of 70-80 percent.

BUT THE REALITY IS

On an average, FCR rate is only 40%

REALITY

• “Why aren’t we resolving issues the first time customers contact us?”

• “What causes our customers to have to call us back?”

CONCERNS

CAUSES

Source: CEB, 2013

Going beyond First Contact Resolution

How can I make sure, this customer doesn’t have to call us back?

NEXT ISSUE AVOIDANCE APPROACH

HOW..???

The game plan….

• This approach is like chess— you have to think a few moves ahead in the game.

• Measure Next Issue Avoidance.

“Talent wins games, but teamwork and

intelligence win championships.

Alone we can do so little, together we can do so

much.”

Putting it all together….