From the course: Customer Service: Problem-Solving and Troubleshooting
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Build your own customer service playbook
From the course: Customer Service: Problem-Solving and Troubleshooting
Build your own customer service playbook
- Look up in the building you're in right now, especially if you're in an office building. You'll likely see fire sprinklers. Fire sprinklers are there to put out fires once they happen. It's a reactive effort to try and control the flames and to put out the fire. This is how most customer service efforts take place. We try to put out fires as they happen, but this isn't always the best approach. As you may have guessed it, I advocate a more proactive effort in resolving customer service issues. One of the best things you can do to pull everything together is to build your own customer service playbook. Now, you can do this as a team, or you can do it on your own. Some companies will create a company-wide playbook, but if your business doesn't have one, I advocate creating one for yourself. For example, you might want to create a small notebook, either physically or digitally to keep notes on various customer…
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