No pain, no gain

All companies make mistakes, world class companies learn from them.

Idea:  Track complaints so you can identify the biggest points of pain for customers and solve them.

Activity:  Give CSRs a piece of paper in the morning that lists common complaints.  Each time they get a call regarding one of those complaints, ask them to add a tally mark. Leave a spot for any details or notes.  Add a blank row or two for unique calls.

Complaint Details                 Number of Calls  

Bill was hard to read                       IIII

Couldn’t tell what was owed             II

Tally them up

At the end of the week, review the kinds of calls and brainstorm solutions.  If you need more information, reach out to unsatisfied customers and ask for their ideas.

As always, feel free to call or email me with any of your questions.