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Research shows when customers have a problem, they don’t want to be bounced around through an organization – or escalated up through multiple levels of decision-making authority. They want to deal with the one person who can solve their problem.
I believe it is possible only when All the probable customer concerns that may arise for a particular Business must be categorised and the Authorities who resolve the issues are correctly levelled and should be on their toes to resolve the issues at the earliest.All the challenges and bottle-necks for the same have to be figured out for this before hand.
The TAT for issue resolution is explicitly stated and strictly followed upon to ensure efficiency so that even the first contact of the customer can get the status at his fingertips and update the same to the concerned customer.
With this, Though the First contact is not resolving the issue by himself,he is able to solve the customer issue through 'proper channels' within no time and customer doesn't need tofollow up with multiple contacts.
thank you Mr. Heavenly for your invitation. Yes all the customers need one window solution for all there problems. There fore CRM system have to ensure that the first person who contacts the customer can resolve their concern with in no time. Mostly customer do not wait to multiple levels of decision making authority.
Its feasible, The first person should have the responsibility & He has to give the importance to the constomer concern. He has to escalte to next level to resolve the concern at the earliest.
It can be feasible if the person handling the customer is well trained, informed and is effective & efficient in service delivery.
Thanx for the invitation
