I was struck by an issue yesterday that involved getting some information for a customer and I had escalate toel 2 support to help with the answers. Expecting to have direction from level 2 support on resolving the issue raised, turned into a back and forth of questions to matters that were not related to the problem. I did all that I could have done with providing details, screen shots,written explanations and even information on what I thought might be the problem. However, it seemed that that was not enough to get to the ultimate answer I was looking for and that was how to resolve the issue. After seeing this was going to be tennis match where I would just be hitting that green ball over the net and level 2 would just return it to me. I decided to end the match and take a different route. On my way into work this morning I got to thinking about that whole scenario and it prompted the question,
Who Do You Work For?
I ask that question because so many times we battle internally with why a process is done a certain way, pointing fingers at one department saying they should have done it, no you should have done it. All the while guess who is really not getting the support? I’ll give you one guess. The customer!
The customer is not concerned about your internal squabbles or which department should have resolved the problem. They just want the issue raised fixed! So,working for the customer should always be the goal when you are trying to give the experience the customer deserves. It shouldn’t be that a customer has to escalate all the way up to the executive,VP or president of company before they get attention.
We should all be working for the customer. Just imagine if the customer knew that when they called in toget their issue resolved they knew they were going to be the center of attention. I think we have to do a better job with getting the customer resolved first, then talk about why the matter was handled the way it was if the internal parties don’t feel the process was correct. Lets leave the customer out of that flow.
Well, thats it for now. Let me know what you think and tell me this..
Who Do You Work For?