🔥 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗮𝗻𝗱 𝗖𝘂𝘀𝘁𝗼𝗺𝗲𝗿 𝗘𝘅𝗽𝗲𝗿𝗶𝗲𝗻𝗰𝗲: 𝗔 𝗥𝗲𝗮𝗹 𝗖𝗮𝘀𝗲 𝗦𝗰𝗲𝗻𝗮𝗿𝗶𝗼 🔥

❓𝗪𝗵𝗲𝗻 𝗱𝗼 𝘄𝗲 𝗰𝗼𝗻𝘀𝗶𝗱𝗲𝗿 𝗮𝗻 𝗶𝘀𝘀𝘂𝗲 “𝗲𝘀𝗰𝗮𝗹𝗮𝘁𝗲𝗱”?

Q: During my work experience a few years back I handled a customer issue where they expressed their concerns on social media and I called them immediately introducing myself as the head of CX . Firstly they were happy someone called at least and also extremely upset and felt helpless due to unresponsive communication from the team and the work was extremely delayed due to which they panicked .

When I escalated the issue to leadership, they questioned my decision, asking if it was because the customer was shouting or if there was a methodology.

❓𝗪𝗮𝘀 𝘁𝗵𝗲𝗶𝗿 𝗾𝘂𝗲𝘀𝘁𝗶𝗼𝗻 𝘃𝗮𝗹𝗶𝗱?

A: It’s crucial to understand the essence of customer service and the importance of addressing customer concerns promptly and effectively.

Here are my observations:

🔍 𝗟𝗲𝗮𝗱𝗲𝗿𝘀𝗵𝗶𝗽 𝗔𝘄𝗮𝗿𝗲𝗻𝗲𝘀𝘀: Often, management and leadership are not fully aware of the sensitivity of customer issues unless they escalate on social media. This highlights a gap in understanding and urgency.

🎯 𝗞𝗲𝘆 𝗢𝗯𝘀𝗲𝗿𝘃𝗮𝘁𝗶𝗼𝗻𝘀:

1.𝗚𝗿𝗼𝘂𝗻𝗱-𝗟𝗲𝘃𝗲𝗹 𝗘𝗻𝗴𝗮𝗴𝗲𝗺𝗲𝗻𝘁: Leadership should work closely with teams to understand issues at the ground level. This ensures they are in touch with real customer experiences.

2.𝗧𝗿𝗮𝗶𝗻𝗶𝗻𝗴: Training is essential for leadership to comprehend the nuances of customer interactions and the impact of their decisions.

3.𝗜𝗻𝘁𝗲𝗿𝗻𝗮𝗹 𝗣𝗿𝗼𝗰𝗲𝘀𝘀 𝗙𝗮𝗶𝗹𝘂𝗿𝗲𝘀: If a customer escalates on social media, it indicates that internal processes have failed. This should be a red flag for immediate action.

4.𝗘𝗺𝗽𝗼𝘄𝗲𝗿𝗺𝗲𝗻𝘁: Frontline employees must be empowered to resolve issues effectively, preventing the need for customers to take extreme measures.

5.𝗔𝘃𝗼𝗶𝗱𝗶𝗻𝗴 𝗕𝗹𝗮𝗺𝗲: Focusing on solutions rather than playing the blame game is crucial for a positive customer experience.

🚀 𝗧𝗮𝗸𝗲𝗮𝘄𝗮𝘆:
Negative reviews can significantly impact the overall customer experience. Understanding and addressing issues before they escalate to social media is imperative. Leadership should be proactive, empathetic, and responsive to ensure customer satisfaction and loyalty.

👩‍💼 𝗣𝗲𝗿𝘀𝗼𝗻𝗮𝗹 𝗜𝗻𝘀𝗶𝗴𝗵𝘁:
Reflecting on my experience, it was surprising to be asked if I escalated an issue just because a customer was shouting. It’s essential to recognize that the frustration expressed by customers is a symptom of underlying issues. Effective customer experience management involves addressing these root causes and ensuring that every customer feels heard and valued.