Try Being your Own Customer
Periodically we need to stop and place ourselves in our customers shoes and experience what we ask them to experience.
Over the past year I have been working on a project that has required me to contact Support for over a dozen companies – platform service providers, software vendors and hardware companies, etc.
In general, my support experiences have been very positive.
My preference is to contact companies electronically, but every so often I pick up the phone and call (yes, you can still get support by phone).
A recent support interaction by phone prompted me to write an article titled HAVE YOUR TRIED TO CALL YOUR COMPANY FOR SUPPORT?
In fairness to the company (whose name I will not mention) the support they provided once I connected was very good, but
the hurdles I had to go through to get to a live person were unpleasant.
Whether you are the CEO, Chief Customer Officer, Senior Service or Sales Executive, a Support Manager or the person on the other end of the Support line – try being your customer.
Do it more than once.
See if the experience your company provides is the one that you would like to receive.
Make the time – it is worth it.
Support Imperative: Track and Report Defects. If a customer took the time to report an issue, Support has the obligation to document this event.
Is it a good thing if customers need support or is this a problem? The need for support is inevitable and communicating with your customers is always a good thing. What distinguishes support as good or bad is based on how you respond and what you learn from each customer interaction.
Time to Resolution (TTR) is a metric to measure the elapsed time it takes for Support to resolve a case. This article introduces the definition and inputs required to measure TTR.