One Call Does It All: Get there with the Proactive Solutions Score


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It’s a familiar scenario: you call a company’s customer service, get your problem solved…and then discover it wasn’t solved at all. It’s a frustrating experience—but a preventable one. Companies that solve all problems in one call offer the best customer experience and maximize their efficiency.Customer-Experience-Metric

Take, for example, a guest who called a resort after booking a vacation. “What’s this extra two hundred dollar fee? No one mentioned that when I called the first time!”

Now this company has both a second phone call to handle and an increased risk of losing their customer.

That’s why a “one call does it all” standard should be a top priority for your company. Anticipating customer needs reduces customer service costs. Besides, when associates are proactive, your customer service will be efficient and well-received.

Great customer service always does more than simply answer the question at hand. This is one of the central tenets of Interaction Thinking™. Great customer service always finds ways to add value—which, in the case of the resort, means proactively explaining what the fees cover, such as WiFi and pool access. In fact, not explaining all of those amenities is a lost branding opportunity.

So how do you fine-tune your customer experiences to get to “one call does it all?” First, you need to know your Proactive Solutions Score (PSS). PSS shows the thoroughness of each interaction, and accounts for issues the customer didn’t know to ask about until later.

Applying precise customer service metrics like PSS is key to offering great customer service. As we always say, if you don’t measure it, you don’t know it. So, start measuring now!

Republished with author's permission from original post.

Martha Brooke
Martha Brooke, CCXP + Six Sigma Black Belt is Interaction Metrics’ Chief Customer Experience Analyst. Interaction Metrics offers workshops, customer service evaluations, and the widest range of surveys. Want some ideas for how to take your surveys to the next level? Contact us here.


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