Practically every organization that sells a product or offers a service has a customer service department. The consequences of poor customer services typically includes dissatisfied customers, lower sales, increased customer service costs and fewer customers that would buy the product or service again. A poor Customer Service department can have drastic consequences to the fortunes of an organization. Though to be fair, not all effects are caused by an inefficient Customer Service department.
Here are some scenarios for Root Cause Analysis for Customer Service are:
- Scenario 1: Waiting time for customers is unacceptably long
- Scenario 2: Too many unresolved customer queries
- Scenario 3: No cross- or up-selling sales
Sometimes there may be a link between multiple problems. For example, the waiting time for customers is long because the agent is trying to resolve a call. Alternatively, the agent might not have access to the necessary resources and therefore takes longer than expected to close a call. There might be too many unresolved calls because the agent hasn’t had the necessary training on the product knowledge. Or, it could simply be that the training provided is not helping the agent resolve the queries.
Conducting a Pareto Analysis would be useful in these situations, especially Scenario 2. Read the When Do You Need to Use a Pareto Chart? article for an RCA scenario that is solved using Pareto Analysis.
Fortunately, there is not a whole lot a Customer Service department can do if the product or service offered by an organization is not up-to-the-mark. For example, a faulty design of a product will inevitably lead to dissatisfied customers. By performing an RCA, you would get to know all the causes, including design flaws.
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