Fix the System, Not the People 103
ogy without an option to talk to a live service agent had a
highly negative impact on complainants’ satisfaction levels.
Not providing an “opt out” to live help scored 83rd out of 85
customer care practices the CCMC asked survey respondents
to rate for service-friendliness in a national study of corporate
customer complaint-handling processes.
2
Easy To Do Business With Quick Test
How good are you right now? How many times do you have to
wonder “Where did the system break down” and “Where did
the customer get lost” and “How can we rewrite the rules,
change the policies, or upgrade the gear to keep this from hap-
pening again?” The more you ask (and answer) those ques-
tions in the short term, the less you’ll face them ...