Boriz Wertz, founder of Version One Ventures, broke down Mrs Kim Rachmeler’s tactic in a recent Inc. magazine article: ¨Customer service needs to be more than just a garbage can for customer complaints and queries… The customer service department at many companies is underutilized because it’s designed to be a “reactive” department. ¨
Ask any of your customer service employees about the challenges they face in their department, and communication issues are very close to the top of the list. Ensuring communication and relationship building with customers are essential to forestall the risk of escalation of incidents that may impact your client base and brand image.
Even though your client service employees aree well-intentioned and have all the information they require to process a basic customer complaint, most often they lack the ability to proactively acknowledge the danger of escalation.
Implementing and managing a strategy that addresses the stability of your operations, is key to the sustainability and growth of your business. The question is: What is the overall capacity of your employees to identify, analyze and study co-ordinated action in response to risk-related outcomes?
What if you partner with us and see how we will help your company eliminate PR problems, avoid risk escalation, penalties and reduce litigation.