July 25, 2019 /
Comments Off on Using customer service as a shield

Using customer service as a shield

Board and executive meetings are tough.

You know you’ll be challenged on something. You’ll be on the defensive.

A tried-and-true tactic to survive these meetings is to provide some good or boring news in the mix. 

This allows the presenter to seem on top of things and balance the inevitable bad news.

One of the most ingenious was to do this is with some sugar-coated Customer Service statistics. Why? Because most customer feedback surveys provide consistent answers over time.

So an executive can report things like “Our service levels are still at 93%”.

One of the most ingenious was to do this is with some sugar-coated Customer Service statistics. Why? Because most customer feedback surveys provide consistent answers over time.

So an executive can report things like “Our service levels are still at 93%”.

You know you’ll be challenged on something. You’ll be on the defensive.

A tried-and-true tactic to survive these meetings is to provide some good or boring news in the mix. 

This allows the presenter to seem on top of things and balance the inevitable bad news.

One of the most ingenious was to do this is with some sugar-coated Customer Service statistics. Why? Because most customer feedback surveys provide consistent answers over time.

So an executive can report things like “Our service levels are still at 93%”.

Box ticked.

Sounds good.

But it may not reveal the whole picture. It may not measure what’s happening when there’s a problem. And it certainly doesn’t measure whether staff are doing the things that are profitable (eg cross selling). For example, are the staff closing the sale? Are the staff cross selling? Are the staff mentioning the promotion? 

Not doing these activities costs profitability, but no-one will know unless you measure it.

Track the soft skills. For example,

  • Track items purchased per sale
  • Use machine algorithms to track recorded phone calls
  • Mystery Shopping (still the easiest way to track it).

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