5 W’s of Customer Service


For obvious reasons in order to provide satisfactory customer service these questions need to be answered:


Who is the customer?
What is the issue?
When did it happen?
Where did it occur?
Why is the customer contacting?

Once these questions are answered, a solution can be determined and the resolution can occur.

And you all thought the five W’s of customer service were:

Waiting on hold
Wake up and smell the coffee
Whiny customers
Wishful thinking
WRONG: ain’t gonna happen!

Share some of your W instances in customer service!

Footnote: This year I decided to go with the A-Z of Customer Service. I’ve complained too long that customer service isn’t what it should be. Tell me God doesn’t have a sense of humor. He put me in a position make a difference in what I think customer service is and should be. This month I will share with you what I’ve learned about successful customer service. Hope you enjoy the ride.

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