Lesson #7: The One.
- You aggregate your data and look for patterns – the most common problems/issues. Then you automate to resolve these. The idea is that you would resolve a large proportion of issues without much cost or effort, thus saving a lot of money and allegedly helping more customers more often - and it turns into customer satisfaction. This strategy becomes the center of your customer service efforts. Exceptions are handled on the outside of the center through escalation processes, etc.
- You figure out the worst problems. The ones that cause the most pain. You comb through your data looking for the exceptions. Then you build your processes around solving those most extreme cases. The idea is that if you can easily solve these hard cases, then you should be able to easily resolve the small ones. This strategy is focused on dealing with the most impactful experiences – the ones that customers ae most upset about and are the hardest to typically get resolved. In a way, this is putting escalation resources on the front lines.