“By the time the phone rings, there’s already trouble. When that manager is called or this department is reached, it’s because someone is disappointed, angry or stuck. Illness, broken promises or a real urgency have led to this new conversation even taking place.”
Being the OSS guru that you are, have you spent a day manning the phones taking calls from customers? Not much fun is it? The only time a customer needs to call is because something has gone wrong and your immediate response is to try to disarm their disappointment / hostility.
As Seth points out in his blog entry above, the best way to disarm the situation is to state that “I’d like to help, if you’ll bring me up to speed…”
But imagine if you had a means of identifying each specific customer and you were already able to monitor the customer’s specific user experience or faults relating to their products/services. Or one step better, be able to identify the remedial activities that are already underway to resolve the issue.
So by the time the operator has been brought up to speed by the customer, they’ve hopefully already been brought up to speed by their OSS in a majority of cases.
Most customers are willing to forgive a service provider that admits fault, can describe the path to and estimated time of resolution. Does your OSS support your operators in doing that?