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
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.