Comments on: The Power of Prevention In Customer Service https://www.groovehq.com/blog/customer-service-prevention Wed, 12 Sep 2018 15:15:13 +0000 hourly 1 https://wordpress.org/?v=5.5.1 By: Pal Kerekfy https://www.groovehq.com/blog/customer-service-prevention#comment-5389 Thu, 07 May 2015 11:54:07 +0000 http://www.groovehq.com/blog/?p=2918#comment-5389 Great one! Thanks!
The first one (repetitive) resonates very much with the principles of IT Service Management and ITIL. These principles – although come from IT – are very much applicable to other services and processes.

]]> By: Jake Wobbrock https://www.groovehq.com/blog/customer-service-prevention#comment-5395 Tue, 05 May 2015 21:38:56 +0000 http://www.groovehq.com/blog/?p=2918#comment-5395 Great post, Len. I absolutely agree. Helping customers resolve issues (or better, empowering them to resolve their own, like we do at AnswerDash!) still amounts to a corrective step that remedies a problem that ideally shouldn’t ever have happened in the first place. Preventing those problems requires that customer support have a seat at the design / product table, where changes can be discussed. Support teams need to be empowered with data and insights to do this. Otherwise, they’re often treated as secondary citizens by designers and product folks. When armed with data about problems customers are facing, the only question becomes how much companies care about their customers — enough to fix the problem and prevent its occurrence forevermore? Let’s hope so!

]]> By: Caitlin Daily https://www.groovehq.com/blog/customer-service-prevention#comment-5396 Tue, 05 May 2015 18:42:45 +0000 http://www.groovehq.com/blog/?p=2918#comment-5396 Len, this is by far my favorite post of yours. Being the contact for our customer support, these are the things I’m always bringing to our teams’ attention and trying to implement. There’s always going to be future features to work on, but if our past implementations are not working to their finest, why progress when you’re not giving your customers 100%? This also cuts down on customer support so that you can truly help people having issues, instead of responding to 5 tickets about one bug that will “eventually” be fixed.

]]> By: Matt https://www.groovehq.com/blog/customer-service-prevention#comment-5399 Tue, 05 May 2015 16:16:29 +0000 http://www.groovehq.com/blog/?p=2918#comment-5399 “An apple a day keeps failure demand away?

We’ve also been trying to reduce the amount of repetitive and predictable issues in our system. We refer to this as ‘failure demand’, but it’s basically the same thing you are describing here. The term failure demand was coined by John Seddon. He defines it as ‘demand caused by a failure to do something or do something right for the customer’. (The opposite of failure demand is value demand.)

We have been categorising these sorts of issues (by customer ticket), but one thing we’ve struggled with is how granular this categorisation should be. I’d be interested if you could share a bit more detail about your approach to this: perhaps with some more examples of the labels you’re using.s failure demand away?”

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