Abstract

Dianna and Fred discuss the challenges as a customer when calling for customer support.

Key Points

Join Dianna and Fred as they discuss customer support.
Topics include:

• why current contact methods make it seem that customers are not a priority.
• the missing link: the problem the customer is facing.
• how changing the management metrics for customer support can significantly improve satisfaction and increase profits.

Enjoy an episode of Speaking of Reliability. Where you can join friends as they discuss reliability topics. Join us as we discuss topics ranging from design for reliability techniques to field data analysis approaches.

SOR 947 Customer SupportDianna Deeney

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Show Notes

Fred describes his latest ventures in calling companies to help him solve problems he’s having with a home audio system. He and Dianna talk about how customer support is a product in and of itself. They also explore some of the things that make for bad customer service, including the metrics used to measure their success.