Regina was proud, “We just got an increase to my annual budget for my customer service team.”
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“Oh, really?” I replied.
“Yes. Two years ago, we had a small team and our customer service scores were 1-2 on a 5 point scale. Not good.”
“Okay,” I agreed.
“I spent a lot of time working on how we respond to the various glitches in our product and warranty claims. Turns out, there were five problems we had to deal with most often, so we trained hard on those.”
“And?” I nodded.
“And, our scores improved. I got the green light to hire ten percent more to the team. Last year, we actually won a customer service award, averaging 4.8 on our scores.” Regina was bursting with pride. “And, this year, I got the go-ahead to really ramp up the head count on my team.”
“Regina, did you ever have a conversation with your operations team to talk about the five things that created so much customer service traffic?”