Concept #4: PROBLEMS ARE OPPORTUNITIES |
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Each call to customer service inevitably represents a weakness within the company—most often, a failure of the product or service, inadequate or misleading documentation, or insufficient prequalification of the customer. Companies willing to mine this datasource will reap the benefits of improved products and services that are better understood by a greater number of satisfied customers. |
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Identify
Intervene
Prevent
We are customer satisfaction consultants. We don't tell your support staff how to 
run their operations. We are their allies and assist them by:
run their operations. We are their allies and assist them by:
- Intervening in a problem situation, restarting the conversation and mediating a mutually beneficial solution before permanent damage has occurred.
- Negotiating a satisfactory conclusion, and the removal or modification of erroneous, harmful or out-dated information.
- Transforming potentially disastrous interactions into experiences in which customers report being treated equitably and respectfully, and from which our clients gain important information regarding customer expectations and product performance.