[quote author=janisk link=topic=8971.msg40155#msg40155 date=1436387464]
Do your customers agree with you, Cav?
And then " oh, no, this is not ok for us"
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Some of them has to be handled outside CC
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Trust me, I do a full analysis and review of their email methods. Asking the 2 questions: "Why" and "For what". You may know also customers don't always answer these questions correctly or not even know the answer. There is where I begin to design processes with them.
You say something important, transfer outside CC for an expert answer. I have done that too and is typicall. But, why forward it to 2 experts?
Is there a better way to know who can answer this properly? Which initial criteria made you make this flow? For course these questions start with an answer of type "Well we do because there was no other way", something pointing on old flow limits like working with Outlook or similar email clients.
So, is there a better way? What would be the ideal scenario?
Maybe categorize those experts, what they can answer and what they can't. Create categories for that knowledge they can handle. Are they busy and manager doesn't know it? Can it have an impact on customer satisfaction? Yeah, that problem we are trying to fix and make it better?
And so and so, many more questions and 99% of time they agree to change and test. Haven't had a single scenario so far where a rollback to old method was requested. Only few adjustments and even turn those experts to Genesys to have more control over their activities as they were then seen as a critical part of the customer flow...thing that before was being hide because of old process design.
I don't like the approach of "do all what customer asks", there is always a why, and the answer is always associated with old techniques. Now you are implementing a new system, that if badly done, customer will say: We wasted $$$$$$$$$$ and same shit keeps going on, the product doesn't work for us...well...the product does what you tell him to do. So, if you did all and never upgraded processes according to new features available...no matter what system you implement, it will always fail until customer can see his mistake, and when he does, he will have spent a lot of $$ and time, even some heads may have already rolled over the floor...
Experience is something a system implementor and consultant must have. If not, failure is almost granted. Product can be installed and work ok, or can be installed and change the whole business model. Second one is always my goal.
Remember also, customer is not a whole truth keeper
they made errors too, and is important to make them see those errors and how to fix them.
Easy job? Not at all.
Worth it? Hell yeah. Watching them grow and improve over time is a huge satisfaction. At least for me.
Will they like you? Initially probably not, because people hate to be told they are wrong or have been working bad. But later they will seek you for more work on that way. Will have confidence in you.
So, short answer? Yes, they do agree. That 1% are dinosaur customers, who will not be there forever. Someone or something will make them change.
