Issues are going to come up. How you respond to them can make all the difference.
Information about problems is siloed in different departments. Resolving the issues often required coordination of multiple stakeholders including legal, accounting, technology, and compliance.
Develop a central repository to report all problems as they arise, an issue resolution process and a way for stakeholders to work together to correct the problem and communicate the results to the customer. The Customer Issue Resolution process spanned these five phases.
- Define Issue – Identify, describe and escalate. Complete CIR form and submit it to the database.
- Analyze Impact – Determine which customers are impacted and the severity of the situation.
- Resolve Problem – Designate what stakeholders should be involved and jointly develop a resolution plan. Where appropriate, pilot and test the recommended solution. Implement the plan.
- Build Controls – Investigate the root cause(s) of the initial problem and institute controls to prevent it from happening again.
- Validate and Close – Review customer feedback (surveys, calls, letters, emails, social media, etc.) to determine if issue has been resolved to the customers’ satisfaction, if there are recurring incidents or if the solution had unintended consequences. When issue is clearly resolved, prepare wrap-up documentation and remove issue from active CIR list.
The company had fewer management surprises, recovered from their mistakes more quickly and was able to provide a consistent customer focused response that preserved relationships and built customer loyalty.