The office · Customer service and communication
Answer faster. Promise less.
On the call, we would ask
- What do customers ask most, and how many of those answers are already in a system?
- How does a message about an order get from the inbox to the person who can act on it?
- Who writes the reply when something has gone wrong, and how long does it take them?
- Which customers would notice a change in how you write to them?